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Inspection report

Date of Inspection: 8 February 2013
Date of Publication: 6 March 2013
Inspection Report published 6 March 2013 PDF | 82.09 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 8 February 2013, 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 reviewed information sent to us by commissioners of services.

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 and treatment.

Reasons for our judgement

Everyone we spoke with told us they were made welcome and were seen on time. They said they were treated with consideration and respect. People told us they were provided with sufficient information and support to understand the range of treatment options available to them and were fully involved in making decisions about their treatment.

People were able to book an appointment to see a treatment co-ordinator to discuss all the treatment options available to them. This consultation was a free and non obligation service. One of the people we spoke with told us they really benefited from using this service. They said the treatment co-ordinator was “Lovely” and was there for them “Every step of the way” through their complex procedure. They said the practice had also telephoned them the day after their procedure to check that they were OK.

We saw people could access detailed information about the range of treatment provided on the practice website. A patient information leaflet was also provided. The dental staff told us they used a variety of aids to help people understand their treatment options. These included a computerised education programme and models.

People who used the service confirmed that their care and treatment choices were explained to them. We saw that information given to people during appointments was recorded in their notes.

The practice was able to a provide services to people with a physical disability. There were two surgeries located on the ground floor with level access to the building. This enabled people with limited mobility to access treatment.

People told us that they were treated with dignity and respect. Staff shared examples of how they ensured privacy and dignity was maintained. For example, by ensuring the door to the surgery was kept closed during treatment. We saw staff observe people’s confidentiality when they were met at the reception.

We sampled the records held on behalf of three people. These evidenced people’s involvement in their treatment. Examples included, “Patient doesn’t want any treatment today” and “Discussed shade of denture with patient”.