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Inspection report

Date of Inspection: 10 February 2014
Date of Publication: 7 March 2014
Inspection Report published 07 March 2014 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 10 February 2014, 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 and talked with staff.

Our judgement

Patient's privacy, dignity and independence were respected.

Reasons for our judgement

Patients who used the service understood the treatment choices available to them. We spoke with the dentist who explained that treatment plans were discussed in full with the patients. This included the procedures, costs involved and the outcomes the patient should expect.

We spoke with five patients who said they understood their treatment plan and added that they could go away and think about it before making a decision. They explained what treatment they were due to receive on the day of inspection. One patient said, "I am here to get my implant fixed", whilst another patient said, "I am having some impressions taken".

We looked at three patient records and saw that treatment plans were given in writing and were also stored on the computer system.

Patients who used the service were given appropriate information and support regarding their treatment. We saw that relevant information was clearly displayed around the practice. This information included dental fees, the complaints procedure and details of the different treatments patients could receive. The appointment cancellation policy and the opening times of the practice were also displayed along with oral health and after care information leaflets. There was also a television in the waiting area that displayed relevant information to patients.

Patients were able to choose an appointment time that suited them and they were able to receive a reminder by text message or email. We heard reception staff phone patients to remind them of appointments for the next day. Recall appointments were given according to patients individual treatment requirements.

Patient's diversity, values and human rights were respected. We saw that the doors to the dental surgeries were closed whilst treatment took place. This ensured that the dignity and privacy of patients was respected. We observed that all patients and visitors were spoken to politely and treated with respect at all times. There was step-free access into

the practice for wheelchair users and children’s buggies.