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Inspection report

Date of Inspection: 19 July 2013
Date of Publication: 23 August 2013
Inspection Report published 23 August 2013 PDF | 78.07 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 19 July 2013, sent a questionnaire to people who use the service and talked with people who use the service. We talked with staff and reviewed information given to us by the provider.

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

People who used the service were given appropriate information and support regarding their care or treatment. We received comments from six people registered with the service. They told us they were satisfied with the treatment provided at the practice. They said they received treatment that was explained clearly to them by the dentists. People also told us they had signed a document at the practice at the time of treatment to indicate their consent to that treatment. During our visit we viewed four patients’ records which included treatment plans for individuals. We saw people’s consent to treatment had been recorded.

People who used the service understood the care and treatment choices available to them. They confirmed if they required more complex treatment they were given a treatment plan. The treatment plan detailed what the course of treatment was and how much they would need to pay. We saw information displayed in the practice that detailed costs for treatments. We saw there was a patient information leaflet for enquiring or new patients; this included fees for specific examinations and treatments. The provider told us that a web site for the practice was currently under construction. When complete this would detail the range of services on offer and fee levels.

People expressed their views and were involved in making decisions about their care and treatment. People told us that the provider gained feedback by asking them verbally at the end of their appointment if they had any comments or concerns. People also said they received a phone call or text the day after treatment to check on their well-being. The provider also used surveys to gain people’s views. Surveys were carried out annually. We looked at the results of the patient satisfaction survey carried out in October 2012, which involved approximately 50 patients. The responses were overwhelmingly positive. We read staff meeting minutes which showed survey responses were discussed and action agreed within the staff team to make improvements at the practice as a direct result from comments within the surveys.

We asked people if their privacy was maintained when receiving dental treatment. They said they considered that their privacy was maintained whilst receiving examinations or treatment at the practice. When we visited we saw that consulting room doors were kept closed when people were being examined by the dentist on duty. People also confirmed that the staff were helpful and friendly. One person wrote, staff are “unfailingly so.”