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Mydentist - Walton Road - West Molesey Also known as mydentist

All reports

Inspection report

Date of Inspection: 21 January 2014
Date of Publication: 14 February 2014
Inspection Report published 14 February 2014 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 21 January 2014, observed how people were being cared for and talked with people who use the service. We talked with staff.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

There was a complaints system available.

We saw a copy of the practice complaints procedure. This was displayed on the wall in the waiting area. The policy included information about who patients should direct their complaint to. We also noted that the complaints policy was included on the practice website. We asked staff about any complaints that they had received in the last twelve months and we were told that they had not received any formal complaints. The patients that we spoke with told us they had never felt the need to make a complaint, but would approach the staff if they needed to. All of the survey responses gave the same feedback. This showed us that the provider ensured that patients were made aware of the complaints system and whilst patients were not aware of the formal complaints procedure, they all knew who to speak with if they had a complaint.

We asked staff how else they monitored how happy patients were with the service they provided. They told us they checked NHS Choices (where patients could leave feedback), they had a comments and suggestions box in the waiting area and said patients could leave feedback via the website. The registered manager told us that they had received several comments that related to the lack of space within the practice. They said that they were currently considering relocating to obtain more space. This showed us that patients were able to leave feedback and comments and these were listened to by staff.

Staff that we spoke with knew the process for dealing with a complaint. They told us that a standard acknowledgement letter was sent out immediately following receipt of a complaint. If a complaint could not be dealt with locally by the practice it was sent to the complaints lead at head office. This told us the provider had made staff aware of their responsibilities that related to complaints.

The patients that we spoke with were very happy with ADP - West Molesey. One patient said “I have a practice within walking distance from my home, but I would never change from here” and another said “I have been coming here for years and trust the dentist.” Patients who responded to our patient survey told us “Very informative”, “Very involved in care” and “Very friendly staff.”