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Inspection report

Date of Inspection: 1 August 2013
Date of Publication: 4 September 2013
Inspection Report published 04 September 2013 PDF | 74.71 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 1 August 2013, talked with people who use the service and talked with staff.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

We saw that details of how to make a complaint was displayed at the entrance to the practice. We were shown a copy of the ‘complaints patient information leaflet’ which we were told was given to people if they asked for further information or wanted to make a complaint. This showed that the complaints procedure was available and accessible to people who used the service.

We looked at the complaints procedure which detailed how to make a verbal or written complaint. We found this directed people to the practice manager or any of the dentists in the first instance. We saw that the procedure gave details of other external organisations that could be contacted if required. We found the procedure showed clear timescales for acknowledging and investigating any complaints made. This ensured people who used the service understood who complaints could be made to and the timescales involved in responding to, investigating and resolving complaints.

We spoke with two people who used the service and they told us they had no complaints. One person said, “I have never had to complain, I would talk to any of the staff if I had any issues.” We found that people knew how to make a complaint and that people were confident that if they needed to complain this would be addressed quickly and fairly.

We found that no complaints had been made during 2013. We spoke with the practice manager who told us that minor issues were discussed and addressed as soon as possible. The practice manager told us that if a formal complaint was made the complaints procedure would be followed.