Primecare Oral Health Services - Stoke

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We found this practice was providing responsive care in accordance with the relevant regulations and had taken into consideration appropriate guidance.

Find out what we look at when we assess this area in our information about our new Single assessment framework.

The judgement for Person-centred Care is based on the latest evidence we assessed for the Responsive key question.

The judgement for Care provision, Integration and continuity is based on the latest evidence we assessed for the Responsive key question.

The judgement for Providing Information is based on the latest evidence we assessed for the Responsive key question.

The judgement for Listening to and involving people is based on the latest evidence we assessed for the Responsive key question.

Staff had carried out a disability access audit and had an action plan to continually improve access for patients.

Staff described the reasonable adjustments they had made to ensure the practice was accessible. The practice had access to large print or alternative formats of information, reading glasses and a magnifying glass. Also available was an electronic tablet for completion of medical history or consent forms to support patients with impaired vision as information on the electronic tablets could be enlarged if required. The practice had a hearing induction loop to support patients with a hearing impairment. The practice was wheelchair accessible with step-free access via a platform lift, ground floor treatment rooms and an accessible toilet. Staff had access to language translation services, including British Sign Language and information was available in other languages as required.

Staff were clear about the importance of providing emotional support to patients when delivering care. For example, staff said that they chatted to patients to try and make them feel relaxed and to try and reassure them. If preferred, patients could wait outside the practice until staff called them in to see the dentist. Staff would inform the dentist if the person was anxious and a note would be put on their records, so the dentist was aware for future visits to the practice. Music could be played in the treatment room to try and relax patients and we were told that stress balls were available for use by patients whilst having treatment.

The practice supported more vulnerable members of society, for example, patients living with dementia or adults and children with a learning disability. Staff had completed training in learning disability and autism awareness. We were informed that appointments were adjusted to meet the individual needs of patients, for example by scheduling appointments at quieter times of the day or allowing longer appointment times where required.

The practice sought to obtain as much information as possible from patients regarding their communication needs and any support or reasonable adjustments required to access care and treatment. We were also told that, where possible, the practice aimed to ensure continuity of care by arranging for patients to be seen by the same members of staff at each appointment.

The practice displayed its opening hours and provided information on their website, patient information leaflet and social media page.

The frequency of appointments was agreed between the dentist and the patient, giving due regard to National Institute for Health and Care Excellence guidelines.

The practice provided telephone numbers for patients needing emergency dental treatment during the working day and when the practice was not open.

At the time of our inspection, patients who needed an urgent appointment were offered one in a timely manner. When the practice was unable to offer an urgent appointment, they worked with partner organisations to support urgent access for patients.

The judgement for Equity in experiences and outcomes is based on the latest evidence we assessed for the Responsive key question.

The judgement for Planning for the future is based on the latest evidence we assessed for the Responsive key question.