You are here

The Maltings Dental Practice

All reports

Inspection report

Date of Inspection: 5 October 2012
Date of Publication: 30 October 2012
Inspection Report published 30 October 2012 PDF | 80.4 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 5 October 2012, observed how people were being cared for and talked with people who use the service. We talked with staff.

Our judgement

Patient’s privacy, dignity and independence were respected. Their 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 treats private as well as National Health Service patients. Private patients could elect to pay either on a fee per item basis or use a monthly payment plan operated by the practice.

We saw that the reception area was spacious and well appointed. There was a range of clear information for people to check on the prices for treatment, the complaints policy, information about what services the surgery provided and magazines for people to read while they were waiting. The reception desk was of staggered height to enable patients in wheelchairs to interact with the reception staff.

The treatment areas were all located on the ground floor and accessible to persons with restricted mobility.

We were informed that the practice had members of staff who could speak languages other than English, including Polish, German and Malaysian. In the event that they had a patient who could not understand any of the languages spoken the practice had access to a telephone translation service to help enable them to understand the treatment choices and options being offered to them. Patient records were held on computer with access restricted to those who needed to view them, helping to maintain their privacy.

People's diversity, values and human rights were respected.

Staff we spoke with told us that the practice had a policy to allow access to dentistry in an emergency, which included the dentists keeping some appointment slots free for such events. A patient we spoke told us that they had never been kept waiting for long to see a dentist.

Patients told us and staff confirmed, that patients were reminded of their appointment 48 hours in advance by text to a mobile phone if they elected to do so. This reduced the number of failed appointments, benefitted the patient by reminding them in good time of their appointment and freed up time for other patients to be seen.

Staff we spoke with told us how consent to treatment was obtained prior to treatment taking place and how the options were explained to patients. Patient records that we saw confirmed this to be the case.

A patient we spoke with said, “The key word is trust for me. I had an assessment and then the dentist explained what the options were. I got a written quote for the work and when I had agreed to the option that suited me we went ahead. Of course the costs were included as well. As you know dental work isn’t cheap.” We were shown a copy of the letter this patient referred to.

We spoke with a receptionist who talked us through the process of a patient registering with the practice, the advice they were given with regard to the different payment options available to them and the medical questionnaire they were asked to complete. We saw the practice information leaflets given to patients that contained information relating to the surgery, the services provided and the payments options.

People who use the service were given appropriate information and support regarding their care or treatment and understood the care and treatment choices available to them.