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Inspection report

Date of Inspection: 25 July 2013
Date of Publication: 23 August 2013
Inspection Report published 23 August 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 25 July 2013, observed how people were being cared for and talked with people who use the service. We talked with staff.

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

People who used the service were given appropriate information and support regarding their care or treatment.

We saw that the reception area/waiting room had a variety of patient leaflets on display; with copies available for patients to take away. These included a patient information leaflet that contained information about services available, charges and payments and making a complaint. This procedure gave people information about who to complain to, and what process would be followed if the Practice received a complaint.

A number of posters were on display on the walls in the waiting area. These included and provided information about emergency out of hours contact numbers, National Health Service (NHS) dental charges, private patient charges and the complaints procedure.

We saw that the required NHS form was completed in relation to patients treated under the NHS. The form showed what treatment was needed and the costs for the treatment. We saw that completed forms had been signed by the patients. This meant that people understood the care, treatment and support choices that were available to them. Private patients were provided with a treatment plan that set out the treatment to be undertaken and the costs of the treatment. This ensured that treatment would not be given without ensuring that each person clearly understood and agreed to it.

We observed that staff showed respect for the views of people from different cultures and backgrounds. Staff understood the requirements of privacy, dignity and confidentiality and this was respected. We were told that patients were treated in privacy in the surgery room of the dentist. We heard the receptionist talking to people on the telephone in a respectful manner. This showed that people had their privacy, dignity and independence respected.

We viewed some responses to a survey completed by people that used the practice. This showed that people found the staff to be friendly and helpful. We saw comments that people had written about the practice and included, “Thank you for all your kindness, care and patience during my treatment. I really have appreciated the time and effort you have both put in to my dental care”.