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Inspection report

Date of Inspection: 12 February 2013
Date of Publication: 7 March 2013
Inspection Report published 7 March 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 12 February 2013, talked with people who use the service and 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 spoke with five people who were waiting for or had received treatment. They told us they were involved in discussions about their care and treatment. One person told us they did not feel under any pressure to agree to any specific course of treatment. "I was given options and information and allowed to make up my own mind". One person remarked how they had been advised to have an initial treatment and then wait to see if it was satisfactory before starting any further course of treatment. This demonstrated people expressed their views and were involved in making decisions about their care and treatment.

There was detailed information about costs of treatment available in the surgery. There was also a poster setting out the costs for NHS treatment in the waiting room area. When we asked people if the cost of their treatment came as a surprise to them, they told us it did not. One person told us they had moved from a NHS practice to Dental Healthcare Marlow because "cheaper isn't always better". This showed people who used the service understood the care and treatment choices available to them, including how much it would cost.

The practice had a very well developed web-site which included a range of information and links. For example there was a 'frequently asked questions' page which gave information and advice about general dental healthcare. This included for example, which type of toothbrush was most effective and the pros and cons of various teeth cleaning regimes. One link on the website was to the British Dental Health Foundation, who provided independent advice on oral hygiene and health. In addition, there was a good range of information available in the surgery, including posters and leaflets on a range of dental issues. This showed people who used the service were given appropriate information and support regarding their care or treatment.

We asked people if they had ever needed to make an emergency appointment. One person told us they had been seen on one occasion within half and hour of calling the surgery. People told us they had no trouble in making appointments at a time suitable to them. We heard people being offered ranges of dates and times to suit them. We were told there were regular times during the day when emergency appointments were able to be provided.

We observed the dental reception and nursing staff were friendly, courteous and polite when dealing with patients. People's privacy and dignity were respected, for example consulting room doors were always closed during treatment.