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Inspection report

Date of Inspection: 26 September 2013
Date of Publication: 20 November 2013
Inspection Report published 20 November 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 26 September 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

We found people were able to express their views and were involved in making decisions about their care and treatment. People said they could make informed choices about their dental treatment and it was solely their decision if they proceeded with a particular treatment. One person said, "I cannot speak highly enough, everything is thoroughly discussed in a relaxed and confidential manner. The control is given to me to decide how I wish to proceed. Written information is sent out and I can make these decisions in my own time."

We saw there was information on display in the waiting areas which related to a variety of dental services which people could receive there and other useful information, such as the complaints procedures. Some of this information was in booklet and leaflet form so people could take these away with them. There was also a wall mounted monitor in the reception area displaying patient information.

The records we looked at showed that people had been involved in these decisions. For example, clearly recorded treatment plans were in place and we saw people had received detailed explanatory letters that included costings. Consent forms were signed following their consultation at the surgery. One of the letters we looked at included a link to a website that the person could use for further information about the implant product the dentist proposed to use.

We saw each surgery had wall mounted monitor screens onto which X-ray images could be displayed to the person in the dental chair, in order that the dentist could talk through problems and remedies with people. This meant that people were making fully informed choices and decisions.

We overheard friendly, reassuring and supportive interactions between staff and people who attended the practice during our visit. One of the staff said, "We know people very well, it is a close knit community with family links and other social networks, it helps make for a good atmosphere and we feel we are approachable."