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Inspection report

Date of Inspection: 10 December 2013
Date of Publication: 24 December 2013
Inspection Report published 24 December 2013 PDF | 79.79 KB

People should be treated with respect, involved in discussions about their care and treatment and able to influence how the service is run (outcome 1)

Meeting this standard

We checked that people who use this service

  • Understand the care, treatment and support choices available to them.
  • Can express their views, so far as they are able to do so, and are involved in making decisions about their care, treatment and support.
  • Have their privacy, dignity and independence respected.
  • Have their views and experiences taken into account in the way the service is provided and delivered.

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 10 December 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 and talked with staff.

Our judgement

People’s views and experiences were taken into account in the way the service was provided and delivered in relation to their care.

Reasons for our judgement

The dental practice had treatment rooms on two floors and there was easy access for people to gain entry to the building. The reception area was open plan with sufficient room for people to move around including people who used wheelchairs or other mobility aids. People we spoke with told us they were supported to safely gain access to the practice and were happy with the facilities available. This meant the provider had ensured the service was accessible to people who needed support with mobility.

We saw that the practice provided people with a bright modern waiting area to sit in. The waiting room and reception area were clean and comfortable. Information about the practice, leaflets and magazines were available to help people pass the time while waiting for their appointment. Leaflets about health promotion were also available. This meant people were offered information to help them make informed decisions. The service had a practice leaflet which they gave to each person using the service. This offered information about the practice so people were aware of the opening hours, emergency services and treatments available. The provider may wish to consider ways of informing people about the availability of this information in other formats for example large print, other languages or easy to read.

We saw the practice followed the NICE guidelines (The National Institute for Health and Clinical Excellence) for dental recall, which helps clinicians determine appropriate intervals between appointments. Staff told us people generally visited the practice at intervals of between three and 12 months. These were recommended intervals according to the treatment or concerns with their oral care. We saw this information was displayed in the treatment rooms for people using the service. People told us they generally had check-ups every six months and were satisfied this met their needs. They confirmed if treatment was needed it was completed in a timely manner. This meant people’s individual needs were considered and met.

The practice had access to a telephone translation service to help people who needed it to understand the treatment choices and options being offered to them. This meant there was appropriate information and guidance for all people using the service.

People who were nervous about going to the dentist told us that the staff were friendly and patient with them. People told us that they understood the care and treatment available. One person told us, “It's a pleasant atmosphere here so I never feel uncomfortable discussing the prices or what treatments are available.” Another person said, “Oh you know exactly where you stand, everything is made very clear regarding treatment options and costs.” This meant people were provided with information and support needed to help them understand their care and treatment.