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Inspection report

Date of Inspection: 8 February 2013
Date of Publication: 6 March 2013
Inspection Report published 6 March 2013 PDF | 82.09 KB

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 8 February 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 reviewed information sent to us by commissioners of services.

Our judgement

There was a complaints system available. Comments and complaints people made would be responded to appropriately.

Reasons for our judgement

People we spoke with told us they were satisfied with the service they had received. They said they had not had cause to complain but felt confident in raising concerns direct with the practice staff.

People had access to information about how to make a complaint about the service or their care and treatment. The complaints policy stated, “We take complaints very seriously and try to ensure that all our patients are pleased with their experience”. We saw the complaints procedure included the appropriate escalation process for private paying patients. The provider may wish to note that the appropriate external organisation should be included for children receiving NHS treatment.

We saw people were encouraged to make suggestions and a box was made available in the waiting room. The principal dentist and the staff spoken with told us they had not received any formal complaints. However, they were aware of the procedure to follow in the event of receiving a complaint. CQC have not received any concerns or complaints about this practice since registration.