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Archived: Walkden Dental Practice

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Inspection report

Date of Inspection: 15 October 2012
Date of Publication: 22 November 2012
Inspection Report published 22 November 2012 PDF | 81.12 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 15 October 2012, observed how people were being cared for and talked with people who use the service. We 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

We visited Walkden Dental Practice on 15 October 2012 and noted that the signage was clear and there was access into the building, via steps or a ramp. There was one main reception area and waiting room on the ground floor and further waiting areas on the first floor. Male and female toilet facilities were available to patients, on the ground floor, as well as a disabled toilet and baby changing facility.

The reception area and waiting rooms were observed to be clean, with the counter having various levels to enable use by all patients. There were a number of oral health leaflets available and preventive equipment, for patients to purchase, was displayed. There were posters on the notice board which offered information about opening times, out of hours arrangements and costs of treatments.

We observed staff members who spoke with courtesy to patients and treated them with respect. We were shown a private room, behind the reception area, where telephone conversations could be conducted without the risk of compromising patient confidentiality.

We were told that the telephone message given when a call was made to the surgery, contained information about out of hours NHS arrangements and that there was always a dentist on call over weekends to respond to private patients. The practice also offered late appointments on two evenings per week.

We were shown the welcome pack, given to all new patients, which contained information about the practice and encouraged patients to share any special requirements at their first appointment, to enable the best help to be offered. There was also a practice newsletter available which outlined changes to the practice, new facilities available and details of the launch of the new website.

We looked at a sample of six electronic patient records and noted that patient consent was recorded within them. We were shown how allergies were highlighted on the records and noted that efforts were made by the practice to minimise the risk to patients. For example, it was recorded that a patient with a latex allergy was always to be offered the first appointment of the day, so that there would be less risk of any contact having been made with latex by the staff attending to them.

We were told that patients would be given a choice of how reminders were sent out to them. This could be done via text, by letter or e mail, depending on their personal preference. The practice manager told us that interpreting services could be accessed if needed.