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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

People should get safe and appropriate care that meets their needs and supports their rights (outcome 4)

Meeting this standard

We checked that people who use this service

  • Experience effective, safe and appropriate care, treatment and support that meets their needs and protects their rights.

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 experienced care, treatment and support that met their needs and protected their rights.

Reasons for our judgement

Patients we spoke with were generally happy with the treatment they received. One patient told us “It is relaxed and friendly but this is not at the expense of clinical rigour”. Another said “I wouldn’t still be coming here after 30 odd years if I wasn’t satisfied”.

Patients’ needs were assessed and care and treatment was planned and delivered in line with their individual treatment plan. We looked at seven electronic patient records. The records confirmed the treatment that people said they had received. Patients received a printed treatment plan for all planned treatments which identified fees associated with the work. We saw records of signed treatment plans held on patient files. Patients we spoke with told us they always knew what the cost would be with any planned treatment.

Patients, where necessary, were referred for treatment. One patient told us “he referred me to another dentist who was a specialist for dentures”. We saw records of correspondence relating to this referral held on the patient’s records.

Treatment was planned and delivered in a way that was intended to ensure patients’ safety and welfare. Patients we spoke with told us they had filled out a medical history form. The provider may find it useful to note that three patients said they were not always asked for an update on their medical history at every appointment. We looked at seven electronic patient records and six associated paper patient records. In three patient records a medical history form had not been completed since 2009, whilst in four the medical history form had been completed within the last year. However, electronic records indicated that medical histories had been checked during an appointment within the last year. We addressed this with the provider during our visit. Staff told us that they asked patients for an update on their medical history before every treatment, but acknowledged that this might not be consistently recorded. One patient told us “I have recently filled in a medical history form. They are aware of my diabetes and consider this when advising me”. We saw that there was a system to highlight if a patient had an allergy or medical condition that the dentist should be aware of.

There were arrangements in place to deal with foreseeable emergencies. We saw records to confirm all staff had received training in CPR (cardio pulmonary resuscitation) within the last year. The practice had an Emergency procedure. The practice had an emergency oxygen supply. We saw the oxygen was checked daily by the dental nurse. There was an emergency drugs box. This was checked on a monthly basis by the dental nurse and a record kept of the checks and content expiry dates. The practice also had a defibrillator, we saw that staff had received training in how to use this equipment and staff described how they checked the battery was operating correctly.

Patients we spoke with were very happy with the availability of appointments. One said “they’re excellent”. Patients told us they received a telephone call the day before their appointment to remind them. We spoke with three patients who were attending for an emergency appointment. One said “I only phoned this morning, I can’t complain”. Another said “They fitted me in at short notice as I am working away all week and had a small window in which I could visit”.