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Archived: Simply Bright-Greenacres

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Inspection report

Date of Inspection: 26 June 2013
Date of Publication: 24 July 2013
Inspection Report published 24 July 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 26 June 2013, observed how people were being cared for and sent a questionnaire to people who use the service. We talked with people who use the service and 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 had their comments and complaints listened to and acted on, without the fear that they would be penalised for making a complaint.

We saw that Simply-Bright Greenacres Dental Care had a complaints policy which was on the notice board in the waiting area and in the policy folder. The complaints policy we saw contained information on timescale for responding to complaint, who and where to contact. There were details and information on where to refer patients to if their complaint remained unresolved locally, such as the General Dental Council and CQC. We noted that both the details and contact numbers of the Parliamentary and Health Service Ombudsman for treatment funded by the NHS or Dental Complaints Service for complaints about private treatment were not on the complaint’s policy. We discussed this with the provider and they assured us that this would be rectified immediately.

The practice had a written procedure on what to do if a person wanted to make a complaint. This was displayed in the waiting area so that it was available to people who used the service.

The provider may find it useful to note that the patients we spoke with informed us that they were not made aware of whom they should contact if they had any concerns or complaints. One patient said, “I have never been informed of the complaint procedure and will not even know what to do”. Another patient said, “I am not aware of the complaint system For example, I found response to my emergency treatment was not good once before. As patients have to ring at 8am and no later, I rang after 8am because I was in pain but I was told there was no more appointment and had to phone back the next day at 8am which I did and I was attended to. I had to wait for 24hrs in pain. If I knew the complaint procedure, I would have complained”. This meant that patients had not been given access to all the information on their rights to make a complaint about the practice.

The care records we looked at showed that people were regularly involved in their treatment plan. Patients were regularly asked if they were happy with their treatment or wanted to make any changes. One patient said, “Throughout the treatment session, they continuously checked on me. This is reassuring”. We observed this practice during our visit.

Staff we spoke with knew what to do if someone approached them with a concern or complaint and had confidence that the practice manager would take any complaints seriously. A member of staff said, “We encourage patients to put their complaint in writing, so that we can deal with it”. Another staff said, “We respond immediately to complaints and resolve them with patients as quickly as possible to their satisfaction”. This showed that staff were aware of the complaints procedure.