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Archived: Ainsty Dental Practice

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Inspection report

Date of Inspection: 9 October 2012
Date of Publication: 31 October 2012
Inspection Report published 31 October 2012 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 9 October 2012, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We sent a questionnaire to people who use the service, talked with people who use the service and talked with staff.

Our judgement

There was an effective complaints system available.Comments and complaints people made were responded to appropriately.

Reasons for our judgement

The people we spoke with did not directly comment about this outcome. When we asked them what they would do if they had a complaint, they told us they would speak to, “Either the Dentist or the practice manager.”

People were made aware of the complaints system. This was provided in a format that met their needs. We saw the practice’s current complaints procedure was displayed in the waiting room. We were shown the practice’s complaints policy and procedure. We were told by the practice manager, how they would work with the patient to resolve their complaint to their satisfaction.

We saw the comments box in the waiting room. We saw evidence of the comments people made and they were very complimentary about the service they had received and the skills of the dentist.

People told us that they had ‘every’ confidence in the dentists and the dental nurses. They said every examination was, ‘very thorough’ and we saw children on the day of our inspection who left the surgery smiling.