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Archived: Waterside Dental Care

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Inspection report

Date of Inspection: 30 July 2013
Date of Publication: 23 August 2013
Inspection Report published 23 August 2013 PDF | 70.82 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 30 July 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.

Reasons for our judgement

The provider had a complaints policy in place which outlined the process for reporting and investigating complaints. People who use the service were able to access information on how to raise complaints through information at the practice.

We saw that details were displayed in the waiting room area. The receptionist told us that there were different external agencies that private fee paying patients could also contact such as the Dental Complaints Service.

The receptionist told us they had received no complaints in the last year. We saw that the complaints policy included a standardised template for documenting complaints. This meant that staff could document complaints information in a consistent manner.