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Archived: Elmet Dental Care

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Inspection report

Date of Inspection: 12 March 2013
Date of Publication: 5 April 2013
Inspection Report published 5 April 2013 PDF

People should have their complaints listened to and acted on properly (outcome 17)

Meeting this standard

We checked that people who use this service

  • Are sure that their comments and complaints are listened to and acted on effectively.
  • Know that they will not be discriminated against for making a complaint.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 12 March 2013, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service and talked with staff.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

The people we spoke with told us they had never had cause to complain about the service, their treatment or the behaviours and attitudes of the staff who work there. They said they would have no problems in bringing any concerns to the attention of staff if they needed to. One person said “The staff are very friendly and welcoming.” And another told us “Staff are very approachable. I’d have no problem talking to the dentist if I had a concern. But I’ve never had concerns about this place.”

We saw that people were made aware of the complaints system. This was provided in a format that met their needs. The practice had a complaints procedure which was displayed very prominently, and separate from other information that was provided in the waiting areas for people to read. Those people we asked knew the service had a complaints process and knew where the information was displayed. We saw the service also had a suggestions box in the waiting area, which showed the providers encouraged and were open to people making comments about the service.

One member of staff told us how they would respond if an individual raised concerns with them. They told us the service had a complaints policy which would be followed in such an event. We were given a copy of this policy, which stated that complaints would be properly investigated. One of the providers told us they hadn’t had any complaints about the service for several years.

We also saw the practice actively sought the views of people using the service. Feedback information was provided in the waiting area from a randomised postal survey to 50 people who use the service. Some changes had been made to the way the service was operating as a result of these comments. This showed the providers had responded to what people had told them.