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Archived: Highland View Dental Surgery Hornchurch

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Inspection report

Date of Inspection: 8 March 2013
Date of Publication: 3 April 2013
Inspection Report published 3 April 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 8 March 2013, checked how people were cared for at each stage of their treatment and care and talked with people who use the service. We talked with staff and received feedback from people using comment cards.

Our judgement

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

Three patients spoke with us during our inspection. Each person told us that they felt that the dentists and other staff always communicated clearly. One person said “I have never had any concerns about being mislead about the cost of my treatment and it is always fully explained to me before I decide whether to go ahead with it”. Another person told us that “I have had complicated ongoing dental treatment and the options have always been explained fully”.

The practice had detailed written guidance for patients that covered such things as types of treatment on offer, a sample of costs, how to provide feedback and or make a complaint and emergency contact details outside of surgery opening times. The practice catered for private patients only and did not provide NHS dental treatment.

The practice had a procedure for gathering patient’s views and we looked at a sample of forty feedback cards that the practice had received since December 2012. Comments that were made were overwhelmingly positive and displayed a high degree of patient satisfaction.

All consultations took place in one of three private treatment rooms, all of which were on the ground floor and accessible to patients with a mobility difficulty. There was a door to each treatment room which we saw closed during each patient consultation taking place during our visit.