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Inspection report

Date of Inspection: 20 May 2013
Date of Publication: 14 June 2013
Inspection Report published 14 June 2013 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

We looked at the personal care or treatment records of people who use the service, carried out a visit on 20 May 2013, observed how people were being cared for and talked with people who use the service. We talked with staff.

Our judgement

People’s privacy, dignity and independence were respected. People’s 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

We spoke privately with three people who were visiting the practice for treatment or check ups. All three people confirmed that their treatment was always discussed with them. Comments included; “the dentist always talks to me about what needs doing so I know. I trust him,” “they always talk to me about my treatment, even if it’s only a scale and polish the dentists explains what he is doing,” “they are really friendly staff, really easy to get along with. They explain everything in full and ask me about my choices” and “they always explain what they are going to do, and talk to me about what they think I need, so that I am involved.”

People said that staff always took into consideration their privacy and dignity. Comments included; “the staff are always polite and very friendly. They never talk about things where other people can hear, it’s always in the surgery,” “they always close the surgery door so that I am private” and” “I think they are very good here, very respectful. They only talk about your treatment in private.”

We spoke with the dental nurse working on the day of our inspection about how they maintained people's dignity, privacy and respected people's individual choices. They could give examples of how this was put into practice. They said that they always ensured that the surgery door was closed when people were receiving treatment, and ensured that any discussions about treatment took place in private in the surgery. Staff also commented that it was important to always be friendly, welcoming and polite.

Throughout our inspection we observed examples of how staff treated people with dignity and respect. We observed that the surgery door was closed during treatment and staff were speaking to people discreetly when answering questions that related to their care needs. This demonstrated that staff at the practice had a clear knowledge of the importance of dignity and respect and were able to put this into practice when supporting people.

In the reception and waiting area we saw that there was a variety of relevant and useful information for people about the surgery which included costs of treatments and emergency contact details. Information about maintaining a healthy lifestyle and suggestions about how to improve general health and well being were also on display.

We spoke with the dentist who explained to us how people were encouraged to be involved in their care and treatment. They told us that there was always time allocated to discuss people's treatments with them. The dentist said that people were, where possible, offered different options and supported to make their own decision about which treatment they preferred.

We observed that people were given appropriate time for their treatment and consultations. Throughout the inspection we saw that all staff spoke to people in a respectful and friendly manner.

We looked at a sample of treatment plans. These showed what treatment people had received, the cost of the treatment and that this had been discussed with the person using the service. People spoken with confirmed that they had been consulted and had consented to their treatment.

We found that the practice had up to date policies on confidentiality, data protection and equality and diversity. Staff confirmed that they had read and understood these policies so that people’s rights were promoted and their privacy was upheld.