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Bhandal Dental Practice - 45 Zoar Street

All reports

Inspection report

Date of Inspection: 14 March 2013
Date of Publication: 17 April 2013
Inspection Report published 17 April 2013 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 14 March 2013, 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 were taken seriously.

Reasons for our judgement

The process for escalating complaints for NHS and private patients varies. We saw a complaints process for people who were treated under the National Health Service (NHS), which was displayed for people to read. There was a separate sheet for people who received private treatment. This meant that provisions were in place that provided this information to people when needed. The provider may find it useful to note that both complaints processes and procedures should be displayed for people to view at any time. The area manager acknowledged this and informed us this would be carried out.

The majority of people we spoke with were aware of the complaints process. One person said, “I would speak to reception staff and take it forward from there.” We looked at the comments and complaints book, which was available for people to provide their views on the service. We read a majority of positive comments in this book. We saw three comments made by people about how the service could be improved, which were related to the parking and a bathroom door handle. We found that action was taken where possible, to make improvements from the comments that had been received. This meant that people’s views were taken seriously.