On the 17 September 2013 we found the provider non-compliant in the regulation regarding complaints. The provider sent us a report that set out the steps they would take to ensure they met the regulations. At this inspection we found the provider had taken all necessary steps and was now compliant with the regulations.

At the previous inspection we found the provider had not followed their own complaints policy. For example, complainants had not received an acknowledgement letter within the policy deadline of three days. Complaints had not been audited by management and monthly reports had not been submitted to senior managers as required.

At this inspection, we were able to see evidence that complaints were dealt with in-line with policy. Management had audited complaints and we saw that monthly reports had been sent to head office. We viewed three complaints and found these had been handled as required by the policy and to the patient’s satisfaction.

We did not speak to patients during this inspection

During our inspection we spoke with three members of staff, looked at care records for five patients, spoke with five patients and observed one consultation.

We saw that patient’s views were taken into account in the way the service was provided and delivered. For example one patient told us that “It has always been a good experience.” They also said “It is easy to get an appointment at a time that suits me.”

We looked at five care records and saw that the records included details of each patient’s medical history. These were updated regularly and signed by the patients. Staff told us that the dentists would always verbally check the medical history with the patient at each treatment visit.

We saw that the premises were visibly clean and tidy. Staff we spoke with spoke knowledgeably about decontamination and sterilisation processes they carried out. One patient we spoke with said “The practice is always clean.”

We saw documentation which confirmed that all relevant staff employed by the service held current registrations with the General Dental Council (GDC). We also saw documents which confirmed that the service held checks with the Disclosure and Barring Service (DBS) for all staff. This meant that the service had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening.

Staff were supported by the provider. Staff we spoke with told us they felt supported. We saw documentation that demonstrated this.

We identified shortfalls in the complaints procedures. The provider did not have suitable arrangements in place for handling and responding appropriately to complaints from patients.