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Bhandal Dental Practice - 14 Redhill

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Inspection report

Date of Inspection: 29 November 2013
Date of Publication: 24 December 2013
Inspection Report published 24 December 2013 PDF | 76.77 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 29 November 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

Records showed that the provider had a complaints process in place. People we spoke with did not all know how to complain but they all told us that they were happy with the service they received and have never made a complaint. One person said, “I have seen the complaints process displayed and would know who to talk to if I had a complaint but I have never had to complain”. Our observation confirmed the complaints process was displayed in the reception area. This meant that the provider had a process in place to allow people to share their views.

The provider told us that upon request the complaints process was also available in other formats. Records confirmed this. Staff we spoke with were able to explain how people could complain and what they would do if they had a complaint to deal with. The dentist told us that where people needed support with translation this was also available upon request. This would be discussed with people when appointments were being arranged. Records showed that there was a process in place to log all complaints and as part of this any trends could be monitored. This meant that the provider was able to monitor any trends as part of improving the service provided to people.

We checked the NHS Choices website; this website gives people the opportunity to share their experiences of the service they received. We saw that one positive comment was made; the person said 'the staff were great and the dentist was amazing. They fixed me up quickly and painlessly, and I am very impressed with the standard of care I received'.

The provider also had available a comments book in the reception area and a suggestion box to allow people other methods of sharing their views on the services they received. One comment we saw said the dentist was the ‘greatest' and staff were ‘brilliant’. The provider confirmed comments and suggestions were reviewed at a monthly practice meeting.