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Inspection report

Date of Inspection: 23 January 2013
Date of Publication: 14 May 2013
Inspection Report published 14 May 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 23 January 2013, observed how people were being cared for and talked with people who use the service. We talked with staff.

Our judgement

People’s privacy, dignity and independence were respected. 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 saw that a continuous patient satisfaction survey is undertaken by the provider. This survey included satisfaction with the standard of cleanliness, waiting times and overall quality of service. This ensured that continuous feedback from patients was taken into account in the way the service was provided and delivered.

We spoke to three patients who used the service. One patient was new to the practice and the other two were regular attending patients. All three were given very clear treatment options which were discussed in easy to understand language. They confirmed this was always reinforced at the beginning of each treatment session. This was also confirmed by the dentists, supported by details contained in the clinical record and by the results of the patient feedback questionnaires/

The patients we spoke to confirmed that they understood and consented to treatment. This was confirmed by observing the patient records and the use of the appropriate NHS forms. Children were treated in the same way. This meant that patients who used the service were given appropriate information and support regarding their care and treatment.

The three patients we spoke to were all very happy with the standard of care provided. They all described how helpful and friendly the practice staff were. Patients were happy with appointment waiting times and the cleanliness of the practice. This was further supported by observing the results and comments contained in the continuous patient satisfaction survey.

Each patient we spoke to was aware if they were treated under the NHS regulations or privately. We saw a poster displayed in the waiting room which gave details of the NHS fee bands charges. There was also information on how patients could complain and details of out of hours cover if they needed urgent care out of hours. Although people were aware how to complain the people we spoke to never felt the need to complain. This meant that patients had access to appropriate information in relation to their care and a satisfactory level of care was provided.

Maintaining patient confidentiality was an important aspect of patient care for this provider. This was captured as part of the patient satisfaction survey. Compliance with all aspects of the Department of Health Information Governance Tool-kit was observed. This toolkit brings together the legal rules and central guidance sets out the information governance requirements. This demonstrated the practices' commitment to the management of patient confidentiality. This meant that patients who used the service could be confident that their personal information was properly protected.