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Inspection report

Date of Inspection: 15 July 2013
Date of Publication: 17 August 2013
Inspection Report published 17 August 2013 PDF | 80.92 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 15 July 2013, observed how people were being cared for and talked with people who use the service. We 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. Patients' privacy, dignity and independence were respected.

Reasons for our judgement

Patients who used the service were given appropriate information and support regarding their care or treatment. New patients were given a patient information leaflet, which included information about the practice opening hours and contact details as well as information on the dental payment plans. The practice had a website which highlighted contact information, opening hours and a comparison of dental plan costs against individual consultation fees.

Patients who used the service understood the care and treatment choices available to them. We spoke with four patients who told us that the dentist explained treatment in a way they understood. One patient told us they had a plate and that the dentist said “any time you want to put a bridge in we can. I said I was a bit wary about damaging the teeth either side. He’s explained exactly what’s required if I want to do it. He’s never pushy. He says ‘if you want a bridge let me know’”.

Patients expressed their views and were involved in making decisions about their care and treatment. One patient told us that they had discussed an issue about some dental work that had been undertaken at a previous dental practice; “He [the dentist] said there’s no problem with that, it’s just cosmetic, but if I wanted it done he would do it, but it would be costly”. This patient told us they had chosen not to have the work done. Another patient said “generally speaking I get options”.

Patients were treated with respect and with regard to their privacy. We observed people being greeted warmly in reception. Patients told us that surgery doors were closed during their treatment. Confidential patient information was protected. We saw that electronic patient records were held on a password protected system and that paper patient records were held in locked filing cabinets. The receptionist’s screen was positioned so that confidential patient information was not visible to other people in the waiting area.

Patients diversity, values and human rights were respected. The practice was situated on the ground floor and offered wheelchair access. One of the patients we spoke with had a significant hearing impairment. They told us “before I take off my cochlea implant he [the dentist] asks me what the problems are. When I have my treatment I’m totally deaf. When he’s finished I put it back in and he updates me”. The dental nurse told us they always spoke with this patient in the surgery; “I don’t like to shout in front of other patients; and “We’ll write things down sometimes”. The dental nurse told us that one patient had undergone gender reassignment; “they like to be called by their first name, I always do that”. The dental nurse also told us that a patient recently had attended who did not speak English as their first language. The patient brought an interpreter with them and this was “not a problem”.