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Inspection report

Date of Inspection: 7 May 2013
Date of Publication: 30 May 2013
Inspection Report published 30 May 2013 PDF | 84.78 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 7 May 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 and talked with staff.

Our judgement

There was an effective complaints system available. Comments and complaints people made would be responded to appropriately.

Reasons for our judgement

The practice provided information in the statement of purpose within the waiting room on how their complaint would be dealt with. The policy stated that the complaints lead person (dentist) would respond to complaints within ten working days. We also noted that the policy detailed the action people could take if they were not satisfied with the results of their complaint. An alternative address for the Dental Complaints Service was given if people wished for an independent investigation to their complaint.

The staff told us that any complaints and compliments regarding the service were discussed during the monthly staff meetings as part of their quality audit.

During our visit we did not receive any concerns from people we spoke with, they were generally complimentary about their care and treatment they had received.