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Inspection report

Date of Inspection: 1 August 2013
Date of Publication: 4 September 2013
Inspection Report published 04 September 2013 PDF | 74.71 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 1 August 2013, talked with people who use the service and talked with staff.

Our judgement

People's privacy, dignity, independence and human rights were respected and treatment was delivered in a way that supported people to make choices wherever they were able to.

Reasons for our judgement

We looked at electronic dental records for three people who used the service. We found in all the records reviewed that personal dental treatments plans had been completed. We saw that treatment plans contained options for dental treatment and the total cost for each option was shown. We saw that it was recorded that options had been discussed with the person who used the service. This ensured people were given appropriate information regarding their treatment, enabling them to make choices about what treatment they received.

We were shown a welcome pack which was given to people when they enquired about treatment at Myton Park Dental Centre. We saw that options for payment plans and costs were clearly stated in this pack. We saw there were a number of leaflets available to people in the waiting room which described Denplan and private costs. We saw that private costs were displayed in the dental surgeries and were available on the practice website. One person we spoke with told us, “We are on Denplan and pay monthly so know what is covered and what we need to pay for.” We found that people who used the service were aware of the cost of treatment and how charges were applied.

We looked at the Denplan patient survey completed in October 2012 and found that people were able to leave comments on ‘what could improve’. We looked at an orthodontic survey carried out during February 2013 and patient questionnaires completed during the weeks 17th and 24th June 2013. We saw that people were asked to rate and comment on; quality of care, waiting times, facilities and booking appointments. We spoke with the practice manager about some of the feedback obtained through these questionnaires. We found that where possible some improvements had been made following comments made. For example; new sofas had been purchased for the waiting room and people were informed of waiting times where their wait would be more than ten minutes. This meant that people who used the service were given opportunities to provide feedback and we saw that improvements had been made as a result of feedback supplied.

We observed reception staff speaking with people who used the service in person and on the telephone. We found the reception staff were friendly and polite. We were told that people have a choice as to whether they join Denplan or pay for their treatment privately. We saw that people received their treatment in the privacy of a dental surgery and the door remained closed throughout. The reception staff told us that if people wanted to discuss anything in private they were able to use the office. The dentist told us, “I always walk the patient back to reception after their appointment, you can chat to the patient and they are more relaxed when out of the surgery.” We found that people who used the service were treated with dignity and respect and were offered choices.