At the last inspection we found the provider did not have an effective system for handling and responding appropriately to complaints. We also found the complaints system was not brought to the attention of patients and persons acting on their behalf in a suitable manner and format.

We found the provider had addressed all the issues raised at the last inspection.

The practice now had clear complaints policies for both private and NHS patients. There was clear information within both policies regarding external agencies to contact, if patients remained unhappy with how the practice had dealt with their complaint.

We saw there was information on display about how to make a complaint, in both the NHS and private waiting areas. There were also complaints leaflets on display in both reception and waiting areas.

We asked for and received a summary of complaints patients had made and the provider’s response. This showed the provider responded appropriately to complaints.

We spoke with seven people who used the service. People told us they were given choices in relation to their treatment. One person said; “[Dentist] explains everything. I trust him.”

People we spoke with were complimentary about the staff. People’s comments included:

“The staff are brilliant they do the job in an excellent and professional manner.”

“Care is brilliant. I wouldn’t go anywhere else.”

“I’m pleased with the care I get.”

We looked at four patient records and saw evidence that people were involved with decisions about their care and treatment. We saw emergency medical equipment was accessible and that staff had received up to date basic life support training.

The three surgeries we looked at were clean and tidy. We saw that people were protected from the risk of infection because appropriate guidance had been followed.

We looked at four staff files and found all staff had an Enhanced Criminal Records Bureau (CRB) check in place to ensure that they were suitable to work with vulnerable adults and children.

The people we spoke with were not clear about how to make a complaint. We saw there was no up to date information displayed in the waiting areas about how people could make a complaint. We found that although the provider had a complaints system in place, people were not made aware of the complaints system.