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Inspection report

Date of Inspection: 20 June 2013
Date of Publication: 19 July 2013
Inspection Report published 19 July 2013 PDF | 84.93 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 20 June 2013, 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

Patients told us they were satisfied with the service provided by the practice. Staff respected patients dignity and privacy, as all consultations were held in private. Patients told us that the staff were polite and helpful. The dental team provided time and space to explain patient's treatment and answer any questions they had. One patient said the dental team "Knew me as a person and took a genuine interest in me and my treatment".

The service had patient leaflets relating to prevention and treatment of dental conditions. For example, oral health and preventative dentistry. The provider told us they had a website and media system in place which gave information about for example the dental team and their qualifications, emergency contact numbers, out of hours and opening hours. The contact information was also displayed inside and by the external entrance to the practice.

People generally booked their next appointment at the end of each treatment. The date was decided in consultation with the dentist who ensured that patients whose condition needed closer supervision were seen more frequently. There were two systems in place regarding recalls. Patients were notified by email or letter depending on their own preference, either the month before or the month of their appointment. The practice also called 24 hours prior to an appointment as a reminder to patients. Patients told us the practice was flexible in providing appointments to suit their needs and appointment times were kept to wherever possible. One patient told us "I am updated regarding any possible delays and if a cancellation arose the practice calls me to see if I would like to attend my appointment earlier". Patients told us staff ensured patients were provided with an explanation regarding any changes in their appointment.

We looked at eight patient's records to see how people and their representatives were involved in making decisions about their treatment. People were invited to an initial consultation with the dentist during which an assessment of dental health issues and possible treatment options were discussed. The dental team provided information about possible risks to teeth and gums. For example, the effects of smoking and diet. Some patients with more complex treatment needs were invited back for a further appointment prior to their treatment plan being agreed and signed. This meant the patient had time to consider their treatment options and the dentist was able to plan and further discuss the proposed processes to provide an effective treatment. We saw that patient records contained a treatment plan and that the plans had been agreed and signed by the patient. The plan and dental photography showed proposed dental treatment. We saw evidence of treatment options and cost breakdowns. Patients and the practice manager confirmed that patients were given a copy of their treatment plan.

The provider provided an individual service accommodating the different needs of patients. We saw the practice promoted accessibility to their service for disabled patients by providing a domiciliary service in their own homes.

Patients told us that if they had a concern they would speak to the dental team directly. One patient told us they had not had any cause to complain but if they had a concern they felt they would be "Listened to and there concerns would be discussed carefully and acted upon in a considerate manner". Another patient told us "Staff are so good and caring with patients". We saw a complaints procedure with relevant contact details on display in the waiting room.