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Archived: Wolstanton Dental Practice

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Inspection report

Date of Inspection: 1 February 2013
Date of Publication: 27 February 2013
Inspection Report published 27 February 2013 PDF

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 1 February 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 staff and talked with stakeholders.

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

Information about the practice, available treatments and the NHS costs were on display in the main reception and waiting room. People we spoke with told us that the dentist always took time to explain treatment options, the likely outcome and the time it would take. One person said, "Everything is always explained, the dentists are very patient". "There is a lot of information for you to look at and if you're not sure the 'girls' will always explain what it means".

We heard and observed reception staff treating people with respect and courtesy when speaking to them on the telephone and in the practice. People we spoke with were complimentary about how they were dealt with by all of the staff at the practice, saying, "They are very accommodating and amenable".

We spoke with staff about how they supported people who were nervous about receiving treatment. They explained how they ensured that people were as comfortable as possible, knew what they could expect and offered reassurance. One nurse said, “Sometimes we’ll just chat away and this can relax and distract people from focussing on and worrying about what’s happening. The dentists here are great though, they are always sensitive to people’s needs, they are calm and patient”.

We were told about one person who was very nervous about receiving dental treatment. We heard and observed staff and the dentist paying particular attention to the patient to ensure that they felt comfortable. We spoke with two other people who said that they were nervous patients, they told us, "I need lots of reassurance as does my child. I've found the practice has been particularly understanding and would not now go any where else". "I've had bad experiences in the past at other dentists. This practice was recommended and now all my family come here. I can't speak highly enough of it".

We observed that people’s treatment was carried out in the privacy of the surgery, ensuring their privacy and confidentiality was maintained at all times.

We saw that information for people could be provided in other languages upon request. The practice manager confirmed that the practice accessed the NHS language and sign line service and could arrange for interpreters or sign language support as required. The practice manager told us that if people were known to need assistance with completing forms. A reminder appeared on the computer screen and they could be assisted discreetly.

We spoke with the dentist and the practice manager about accessibility into the practice for people who may have a physical disability. The practice manager told us that they had a ramp to aid access into the practice, but identified some concerns about the steep gradient. She also told us that she had been liaising with the council about the access. We saw that one of the surgeries was at ground floor level and was easily accessible. The practice also had suitable toilet facilities. This meant that the service had acted to ensure that it's facilities were acceptable to people who had mobility difficulties.

One person we spoke commented on accessibility saying, "They always are very helpful and understand my difficulties. It would be nice if I could have a home visit, but I understand this isn't possible".