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Archived: Alexandra Dental Practice

The provider of this service changed - see old profile

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All reports

Inspection report

Date of Inspection: 18 June 2013
Date of Publication: 5 July 2013
Inspection Report published 05 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 18 June 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

People were made aware of the complaints system. We spoke with four people who use the service and all of them told us they would speak to either the dentist or manager, or look on the practice's website to make a complaint. We observed the provider had information in their practice brochure in reception which told people how to raise a concern if they had one. The provider also had a written policy which explained the steps for managing concerns or complaints which was also included on their website.

Staff we spoke with were aware of what to do if a person raised a concern. This included documenting what the issue was, responding in writing promptly, investigating the matter and communicating the outcome to the person. We noted there had been no complaints received.

We observed the practice had a comment box situated in the waiting room. The manager told us every year a patient satisfaction questionnaire was given to patients to complete. Patients were able to complete these anonymously. The practice ensured they had 100 replies. The questionnaire asked whether people were satisfied with subjects such as cleanliness, professionalism and value for money. We reviewed the summary of the replies for 2012. We noted that most people had rated themselves as strongly agreeing that they were satisfied and rated the surgery as a ten out of ten. This meant the practice was actively gaining the views of its patients and giving them opportunities to raise concerns anonymously.