You are here

Cambridge Court Dental Centre

All reports

Inspection report

Date of Inspection: 12 December 2013
Date of Publication: 10 January 2014
Inspection Report published 10 January 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 12 December 2013, talked with staff and reviewed information given to us by the provider.

We also spoke to one person using the service.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

There was a complaints lead and this was detailed within the complaint’s leaflet for people using the service. On the provider’s computer system there was a pop up box reminding staff of the protocols for dealing with either a verbal or written complaint. We saw a copy of the complaints leaflet given to people and saw this documented the formal complaints process and how to escalate a complaint if the person was not satisfied with the outcome. We saw a copy of the template acknowledgment complaint letter that would be sent to people within three days of a complaint being raised. However the timescales for when a complaint would be acknowledged and investigated by were not recorded in the leaflet we were given. We told that the provider would aim to report back following the investigation of a complaint within 10 days. Staff told us any complaints would be discussed in staff meetings. We looked at the provider’s complaints log but no formal complaints had been recorded within the last 12 months. One person we spoke with told us they would know how to raise a complaint.

If people raised concerns informally we were told that staff would take details of the complaint and resolve if possible and these would be recorded within the person’s treatment record. If staff were unable to resolve the issue they would refer the concerns to the complaints lead. The provider did not formally obtain feedback from people who use the service, for example through satisfaction surveys or a suggestion box, therefore it was not clear how the provider made appropriate changes or improvements to meet people’s needs in the service. They had last carried out a satisfaction survey over 12 months ago; however we were informed these results had not been analysed.