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Archived: Pontesbury Dental Practice

The provider of this service changed - see old profile

This service is now registered at a different address - see new profile

All reports

Inspection report

Date of Inspection: 13 August 2013
Date of Publication: 10 September 2013
Inspection Report published 10 September 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 13 August 2013, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service, talked with carers and / or family members, talked with staff and talked with other regulators or the Department of Health.

Our judgement

There was a complaints system available.

Reasons for our judgement

Most people we spoke with were aware of how to complain if they were unhappy with their care or treatment. People told us they would be confident in raising concerns directly with the dentist or the practice manager. Staff were aware of how to support people in making a complaint. However, the provider may wish to note that staff were not familiar with the escalation process should a person not be happy with the outcome of their complaint or how their complaint had been managed.

We saw the practice had a written complaints policy displayed in the waiting room. This explained how people could raise concerns and complaints. The provider may wish to note that the procedure required updating.

We reviewed the complaints log held at the dental practice. We saw records of complaints which showed that people’s concerns had been acknowledged and acted upon. We saw a letter of apology from one dentist, however this failed to include details of the escalation process should they not be happy with the outcome of their complaint. The outcome of another complaint was not available for inspection. We were told that the patient had declined to attend a meeting but had remained a patient at the dental practice under a different dentist. The manager confirmed the only complaint open was currently under investigation by an external agency.