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Inspection report

Date of Inspection: 29 October 2012
Date of Publication: 7 November 2012
Inspection Report published 7 November 2012 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 29 October 2012, talked with people who use the service and 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

The provider had a complaints policy in place which outlined the process for reporting and investigating complaints. Information on how to raise complaints was displayed in the providers’ waiting room area.

The complaints policy stated that if a complaint was received, it would be acknowledged within three working days and investigated and responded to within 10 working days. The Principal Dentist told us they had received three formal complaints during the past 12 months. We saw that these had been dealt with in an appropriate manner with all the relevant documentation.

There was a template complaints form in place which allowed the practice to follow all the required steps to address the complaint. This included sections for recording details of complaints, carrying out investigations and remedial actions. The Principal Dentist told us he would oversee any complaints received.