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Inspection report

Date of Inspection: 7 November 2012
Date of Publication: 4 January 2013
Inspection Report published 4 January 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 7 November 2012, 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 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

People who used the service were given clear information about the treatment they would receive and how much it would cost. In addition we saw information about support to stop smoking and oral hygiene.

A comments and complaints book was available in the reception area. We also saw a sample of questionnaires that had previously been completed by patients and noted that these all contained positive comments about the service people had received. There were no records of any complaints.

In discussions with staff they provided examples of the ways in which they had maintained patients’ right to privacy. This included providing a private space for discussions if needed; password protected computers and never providing confidential information over the phone to anybody else regarding a patient.

We observed staff both on the phone and in person dealing with patients and noted that they were helpful and polite. Some of the comments from patients were, “The staff are polite, professional and efficient” and “All of the staff and the dentist put the patients’ needs at the centre of their practice at all times.”