You are here

Arkh-View Dental Centre West Norwood

All reports

Inspection report

Date of Inspection: 30 January 2014
Date of Publication: 15 March 2014
Inspection Report published 15 March 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 30 January 2014, 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

People were made aware of the complaints system. This was provided in a format that met their needs.

People using the service said they were aware of the complaints procedure and how it worked.

There was a written complaints policy and procedure that was readily accessible to people in the reception area. The information provided included how to make a complaint and who to.

People also had access to the NHS complaints system and the practice was required to make complaint returns as part of their contract.

There were no current complaints when we visited. We saw that the system logged complaints and investigation outcomes appropriately.

There was also a whistle-blowing procedure that staff were aware of and understood.