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Inspection report

Date of Inspection: 11 March 2013
Date of Publication: 9 April 2013
Inspection Report published 9 April 2013 PDF | 77.79 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 11 March 2013, talked with people who use the service and talked with staff.

Our judgement

Patients’ 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

The practice manager showed us patient information leaflets that were available to patients at the reception. These leaflets included information about the dentists and opening times. In addition the provider told us there was information available for patients on the practice website on the internet.

We observed that patients were given treatment plans and estimates at reception. Three patients told us their treatment options were always discussed and that they were given a written copy of their treatment plan along with an estimate of any cost involved. One patient told us “The dentist is very good and explains everything to me.” We looked at three patient's records and found evidence to demonstrate that treatment options were discussed with patients.

We spoke with one of the practice owners who showed us that reports were completed for patients who were having more complex treatment so that the patient could make an informed decision about their choice of treatment. In addition, we saw that there were post operative surveys for patients who had undergone more complex procedures to gain their views on the quality of service provided.

We saw results of a survey from 2012 and the practice manager told us as a result of surveys used, a television for patients had been put in the waiting room. We saw there was a suggestions box in the waiting room and the practice had a survey form that patients could use at anytime to give their feedback on the quality of service. The use of surveys meant that the practice made efforts to gain patient’s views and take any necessary actions to improve the service.