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Archived: Robinspool Dental Practice

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Inspection report

Date of Inspection: 28 February 2014
Date of Publication: 11 April 2014
Inspection Report published 11 April 2014 PDF | 94.82 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 28 February 2014, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service and talked with staff.

Our judgement

Patient's privacy, dignity and independence were respected. Patient'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

Patients who used the service were given appropriate information and support regarding their care or treatment. New patients were given a patient information leaflet, which included information about the dental team, how to access the practice and how to make appointments. The practice had a website which highlighted information about the dental team, making an appointment and had a range of treatment specific information that could be viewed by patients. Fees for treatments were displayed in the reception area and patients were given a fee list when they joined.

Patients understood the care and treatment choices available to them. We spoke with four patients who told us that the dentists explained treatment in a way they understood. One patient said “he [the dentist] particularly does make a great emphasis on explaining what is happening and why. He says ‘I’ll show you’ and uses the mirror and draws sketches”. Another patient said “Today I have been referred to the hygienist. He [the dentist] explained, in detail, why and what checks needed to be done. I have some gum recession on the big molars and he wants the hygienist to do a ‘six point check’ and identify whether this is likely to be a problem”.

Patients expressed their views and were involved in making decisions about their care and treatment. One patient said “I needed root canal treatment (RCT). I was told it may not have been successful and had the choice to remove the tooth or to see if it could be done. I chose to go down that route [RCT] and fortunately it was successful”. Another patient said “I had a crown which had been in place since I was a child and the dentist suggested it needed to be replaced. We have had conversations about it for over 20 years and I chose to leave it. When I had an issue with it I was given options of what it could be replaced with”.

Patients were treated with respect and with regard to their privacy. We observed patients being greeted warmly in reception and being called through in person by the dentists. Patients we spoke with were all very complementary about the way staff treated them. One said “he’s [the dentist] friendly as are his staff”. Another said staff were “very polite, pleasant and efficient”. Patients told us that surgery doors were closed during their treatment. Confidential patient information was protected. We saw that patient’s records were held in cabinets behind the reception desk, within an area which was not accessible to patients. .

Where patients had been identified as being nervous about dentists or their treatment, special care was given to ensure they were as comfortable as possible. Staff told us that they offered patients a drink whilst waiting and chatted to them to try to take their mind off ‘being at the dentist’. One patient we spoke with told us they were nervous. They said “I was a bit scared, but she [the dentist] has reassured me. She really inspires confidence”.

Patient’s diversity, values and human rights were respected. The practice was situated on the ground floor and offered disabled wheelchair access via the use of a small ramp. Staff told us that they put a note in the diary and ensured that the ramp was put in place before disabled patients attended for their appointment. Staff told us they were able to print larger text information leaflets, on request, for patients with a visual impairment. The provider may find it useful to note that the practice did not offer any particular support services to patients with a hearing impairment, for example an induction loop. One member of staff told us that one patient, who had a hearing impairment, often used lip reading, they said “we always stop and take our masks down when we are talking to her”.