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Hillton Dentistry Gillingham

All reports

Inspection report

Date of Inspection: 4 December 2012
Date of Publication: 25 December 2012
Inspection Report published 25 December 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 4 December 2012, 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, talked with staff and talked with stakeholders.

Our judgement

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

Reasons for our judgement

People were made aware of the complaints system.

This was provided in a format that met their needs. We saw a notice about how to make complaints, give compliments or raise concerns. This notice was made available for people in the reception/waiting area. The notice also included the telephone numbers of organisations to contact in order to make a complaint.

People were given support by the provider to make a comment or complaint where they needed assistance. There were clearly defined systems in place for reporting complaints for both private and NHS patients.

We looked at historic records of complaints and saw that where different services were involved in delivering care or treatment, the provider took appropriate action to co-ordinate a response to the person raising the complaint.

There was an effective system in place for patients to identify where to make a complaint about the Dental Practice, if they needed to and that the registered provider was handling and responding appropriately to complaints. We saw that there had been no complaints made within the last 12 months.