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Wellesley House Dental Practice

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Inspection report

Date of Inspection: 18 December 2013
Date of Publication: 17 January 2014
Inspection Report published 17 January 2014 PDF | 76.71 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 18 December 2013, checked how people were cared for at each stage of their treatment and care 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

People we spoke with said they were not aware of the service's complaints policy. They also said they had not had cause to make a complaint about the service but if they had, they believed they would be taken seriously. There was a comments, compliments and complaints box in the reception area and people were aware of it. Blank forms were provided which people could complete and place in the box. One person said of the box "it's a good idea. It could be intimidating to approach staff". This meant the service supported people to bring a complaint or make a comment about the service.

Information leaflets were on display which informed people about the complaints procedure and who to refer any complaints to. The policy was also referred to in posters on display on the front desk. This meant the service took steps to make people aware of the complaints policy. The full complaints policy detailed the name of the person responsible for managing complaints, the time frame for responses and the process of investigations. It included information about the appropriate authorities to refer to if the person was not satisfied with the response from the service. We were told that staff received regular training on complaints management.

The service maintained a complaints folder. This included the policy and template letters. All complaints were recorded and the stages of the complaint were logged, through to conclusion. People’s complaints were fully investigated and resolved, where possible, to their satisfaction. An example related to a person who believed they had been over charged. We saw the complaint had been responded to appropriately and resolved to the person's satisfaction. This meant the service had an effective system in place for receiving, handling and responding to complaints.