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Inspection report

Date of Inspection: 14 March 2013
Date of Publication: 12 April 2013
Inspection Report published 12 April 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 14 March 2013, observed how people were being cared for and talked with people who use the service. We talked with staff.

Our judgement

People’s privacy, dignity and independence were respected.

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 were able to speak with two people who were in the waiting room when we visited. They confirmed that the dentists and the dental nurses always explained what they were going to do. There were a variety of information leaflets available to people both in the reception and around the practice. These included information on making a complaint, general oral hygiene, the prevention of tooth decay, diet, smoking cessation and a practice information guide. The price list for treatments was clearly displayed and people using the practice were also given further information around dental care and pricing during their assessments.

Both staff and people using the practice confirmed that all consultations were conducted in private in the treatment rooms. We saw staff speaking with people in a respectful manner and staff we spoke with understood the requirements for privacy, dignity and confidentiality. The people who spoke with us were able to tell us about their diagnosis and the treatment options available and what they had decided to do. They were aware of the cost of the treatments and what they had come to the surgery to have carried out that day.

They told us that they were "very happy" with the level of information they had received. One person told us; "The staff are very good at explaining, the information discussed is always very clear and all staff give a full explanation of treatment options.” The other person confirmed that they were always told of the cost of the treatment and felt fully informed of the reasons why treatment was required.

We saw that the justification for doing, and the quality of, x rays was recorded and this had been explained to people using the practice. If treatment was declined we were told, and records indicated, that any potential consequences of declining treatment had been explained to people. All members of the team we spoke with understood the principles of obtaining consent, including issues relating to capacity. We saw evidence in the records we viewed of discussions regarding diagnostic test results, treatment choices, medical risk assessments and advice given

We found that people were able to express their views and were involved in making decisions about their care and treatment. The practice asked for people's views using satisfaction surveys to get an overview of opinion but they also discussed all aspects of care and treatment with people individually. We looked at the ongoing satisfaction survey results. Responses from this survey were all positive about the care and treatment people received, the cleanliness of the environment, information they received and the attitudes of staff.

Staff whom we spoke with confirmed that regular staff meetings took place at which information and feedback regarding treatments and any complaints or incidents were discussed. Review of staff meeting minutes confirmed this.