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Archived: Shams Moopen Dental Practice - Luton Also known as Dental Practice - Luton

The provider of this service changed - see old profile

All reports

Inspection report

Date of Inspection: 18 December 2012
Date of Publication: 12 January 2013
Inspection Report published 12 January 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 reviewed all the information we have gathered about Shams Moopen Dental Practice - Luton, looked at the personal care or treatment records of people who use the service, carried out a visit on 18 December 2012 and talked with people who use the service. We talked with staff.

Our judgement

There was an effective complaints system which staff were familiar with.

Reasons for our judgement

People that we spoke with told us that they would feel confident to make a complaint if they needed to.

On display in the surgery we saw a notice that told people they could make comments or complaints to the surgery and they would be investigated. The procedure told people of the timescale in which they could expect a response and also told them who they could contact if they were unhappy with the response they received.

The service had a complaints manager. We saw a clear record that indicated complaints had been dealt with appropriately and lessons had been learnt from them. The provider may find it useful to note that when a complaint is resolved with a telephone call a record should be kept. The provider told us that any complaints received were used as a learning tool in other practices he was associated with. Throughout the surgery we saw a variety of complimentary letters and thank you cards.