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Archived: Graham K Rabin Dental Surgery - St Albans

The provider of this service changed - see new profile

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Inspection report

Date of Inspection: 20 February 2012
Date of Publication: 13 March 2012
Inspection Report published 13 March 2012 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

Our judgement

The provider is compliant with this outcome because people using the service are provided with information about the treatment options available to them and are asked for their views on the service they are provided with.

User experience

One person we spoke with during our visit to the surgery, on 20 February 2012, confirmed they had been involved in discussions about their treatment.

Other evidence

Mr Graham Rabin declared the practice was compliant with this outcome, in January 2011, when he applied to register the service under the Health & Social Care Act 2008. At registration, based on the information available to us, we assessed this outcome as compliant.

We identified that a Patient’s Guide is available to give out to people visiting the surgery or for them to pick up in the waiting room. A large print version was also available. The leaflet sets out details of the practice and the services provided. An emergency out of hours number is provided on the practice answerphone directing people to the Hertfordshire out of hours dental service should they need assistance when the practice is closed. The Patient’s Guide identifies that this practice is not suitable for people with mobility problems as there are steps leading up to the surgery which is above a shop. Staff reported they make this clear when new patients contact them and would direct them to another surgery.

Information on how people could make a complaint is included in the Patient’s Guide together with details of the response times they can expect and how the process would be managed. Contact details for the Dental Complaints Service, who provide a complaint resolution service for private patients, were included. We were advised that the practice had not received any recent complaints and observed that that there were systems in place to respond and keep a central summary of any comments, concerns or complaints received to enable the practice to identify any emerging trends and issues.

A patient questionnaire had been introduced to get people’s views on the service. A recent survey of twenty patients demonstrated a high level of satisfaction with the surgery and confirmation people were given time to discuss their treatment and provided with information about costs. All the people who replied said they would recommend the practice to family and friends.

We confirmed from the patient records we reviewed that people had been provided with a treatment plan and details of the charges where applicable.