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Pinhoe Dental Centre Limited

All reports

Inspection report

Date of Inspection: 31 October 2013
Date of Publication: 7 January 2014
Inspection Report published 07 January 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 31 October 2013, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We sent a questionnaire to people who use the service, talked with people who use the service, talked with staff and reviewed information given to us by the provider.

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 use the service understood the care and treatment choices available to them. Patient information about the service was displayed on noticeboards in the reception areas and on the provider’s website. We saw information included cost of treatment on the NHS and privately. Information was also available about how to raise a complaint about the practice both internally and through the General Dental Council and NHS. Information about oral healthcare, paying for treatments as well as a continuous slide show about general dental care was available in the waiting areas. The registered manager told us they were able to provide information in other appropriate formats and languages. This meant patients had information available to them to support decisions about their care and treatment.

People expressed their views and were involved in making decisions about their care and treatment. In the patient records we looked at we saw notes which showed how the dentists involved patients in their treatment and planning. For example, we saw that where treatment was required to replace false teeth the patient record stated this was discussed and we saw from records how information leaflets had been provided.

The patients we spoke with told us that they were able to take part in decisions about their care. For example, one patient told us “I’m kept well informed by the dentist each time I visit. They explain things clearly and I’ve been given leaflets about the care I need”. Another patient told us what they thought about the recently introduced television slide show in the waiting area, “Brilliant in telling me how to look after my teeth!”. Patient feedback from practice surveys and comments showed how they had been involved with decisions about their care and treatment. For example, comments we saw stated, “I find the centre provides an efficient, welcoming, professional service that I am happy with”; and “How about child friendly information?” We saw this was provided in the surgeries we looked at. These comments showed patients were able to express their views about the treatment they needed and that they would be listened to.

People who use the service were given appropriate information and support regarding their care or treatment. Patients who used the service told us they understood the risks and benefits of their treatment. For example, a patient who needed treatment to fill the gap where a tooth was removed told us; “The dentist explained the choices and benefits and risks between a couple of options; then spoke about what was best for me. Now here I am ready to receive the treatment”.

People’s diversity, values and human rights were respected. The reception layout and the way the reception staff interacted with patients, enabled them to maintain confidentiality when patients arrived at the practice. The staff understood the need for privacy, dignity and confidentiality, ensuring that patients were greeted politely and by preferred name. When patients were taken into the surgeries we heard staff welcoming and reassuring them. Doors were closed and if staff needed to enter a surgery they knocked on the door until they received a response. Patients told us that staff kept them informed and talked to them in private as appropriate.