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Archived: Rex Muller Dental Surgery

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Inspection report

Date of Inspection: 15 May 2013
Date of Publication: 6 July 2013
Inspection Report published 06 July 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 15 May 2013, observed how people were being cared for and talked with people who use the service. We talked with carers and / or family members and 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

All the patients we spoke with during the inspection told us that the staff at the practice were polite, efficient and treated them with respect. Three patients told us that they were very nervous when having dental treatment. However, this had been well managed for them by the dentist and other staff members. One patient said that the dentist, “Puts you at your ease.”

Decisions regarding treatment were discussed in privacy in the treatment room. All the patients said that they were well informed and their treatment plans had been fully discussed with them. All the patients said that the dentist was a very good communicator and that they had been involved in choices and decision options for treatment where relevant.

One patient said that the dentist was, “Really easy to talk to.” Another patient told us that their whole family were patients at the practice. They said their children were always happy to attend the practice as the dentist had developed a good rapport with them. He always explained treatments to them and involved them in the decision process. Everyone we spoke with said they could ask any questions they wished to.

The notice boards in the waiting area displayed a variety of information that included: NHS charges for treatment, all current registrations with the General Dental Council, the services provided by the practice as well as emergency dental information and contact numbers. There were also staff training certificates displayed, for example, infection control and emergency first aid at work courses attended. There were information leaflets on preventing infections and an activity book for children about dental hygiene.

The practice complaints process was displayed in the waiting area. Patients were invited to raise comments or concerns directly with the receptionist. There was also an offer to arrange a confidential discussion with the dentist if required. The NHS leaflets on how to make a comment or complaint were available to patients.

We looked at six recent patient treatment records. All showed evidence of discussion and the advice and guidance provided. We observed patients completing the NHS contractual requirement forms as well as providing signed consent and signing treatment plans. We also observed staff responding to questions on the telephone and in person in an efficient and effective manner.

Patient records were stored behind the reception area. Staff told us that the reception was always manned during practice opening hours. Staff demonstrated awareness of the importance of confidentiality.