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Inspection report

Date of Inspection: 25 July 2013
Date of Publication: 23 August 2013
Inspection Report published 23 August 2013 PDF | 78.87 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 25 July 2013, observed how people were being cared for and talked with people who use the service. We talked with staff.

Our judgement

Comments and complaints people made were responded to appropriately.

Reasons for our judgement

People were given support by the provider to make a comment or complaint where they needed assistance.

People told us that there was an open atmosphere and they felt they could make a complaint if necessary. They said they would speak to the dental staff or practice manager if they had any concerns.

The practice had a clearly displayed in-house complaints procedure for the effective and speedy resolution of any complaints or concerns. There was information in the practice leaflet that explained to people how they could comment on any aspect of their treatment. We saw that there had been no complaints made in the last twelve months.

We found that there was complaint documentation ready in a folder ready to be used should a complaint be received. This meant that people that used the service had their comments and complaints listened to and acted on effectively.