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Inspection report

Date of Inspection: 26 September 2013
Date of Publication: 20 November 2013
Inspection Report published 20 November 2013 PDF | 79.2 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 26 September 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 and complaints people made were responded to appropriately.

Reasons for our judgement

People told us they were happy with the care and treatment they received but confirmed they felt they could raise any concerns if they needed to. One person said, "They are all very approachable here I can't imagine ever needing to make a formal complaint."

We found people were made aware of the complaints system. This was provided in a format that met their needs. For example, in the waiting room the complaints procedure was intermittently displayed on the wall mounted TV, along with other information for patients.

People had their comments and complaints listened to and acted on. We saw a patient survey was used and patients and staff mentioned that the chairs in the waiting room had been changed for a better design as a result of comments made in the surveys.

We saw a full complaints procedure in the office, which included timescales for the manager to respond and a flow chart to guide the person carrying out an investigation into a complaint. We saw that a system for logging complaints had been introduced and there was a copy of the policy and guidance for responding to complaints. The procedure incorporated the addresses of other bodies that people could refer their complaints to, such as the Parliamentary Health Service Ombudsman (PHSO) and the General Dental Council (GDC). We were told the provider had received no complaints since taking over the practice.