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Inspection report

Date of Inspection: 9 July 2013
Date of Publication: 20 July 2013
Inspection Report published 20 July 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 9 July 2013, 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. Comments and complaints people made were responded to appropriately.

Reasons for our judgement

The provider had a complaints policy in place which outlined the process for reporting and investigating complaints. Copies of the complaints policy were displayed in the waiting area. The information provided in the complaints policy included contact details for external agencies such as the local NHS commissioning body, General Dental Council (GDC) and the Dental Complaints Service (for people who received private dental services).

The complaints policy stated that if a complaint was received, it would be acknowledged within three working days and investigated and responded to within 10 working days. The complaints policy included a standardised template for documenting complaints. The practice manager told us they had received 10 formal complaints during the past 12 months.

During the visit we looked at records for these complaints which showed they had been documented and investigations and responses to the complaints were carried out within the specified timelines.

The practice manager was responsible for reviewing and analysing complaints data to look for improvements to the service. The practice manager confirmed that informal complaints, such as issues with appointment bookings were addressed immediately.