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Inspection report

Date of Inspection: 12 February 2013
Date of Publication: 7 March 2013
Inspection Report published 7 March 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 12 February 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 visited Anchor Road Dental Practice at 10.00 am on Tuesday 12 February 2013. Three dentists, two dental hygienists, a receptionist, four dental nurses, a cleaner and a practice manager worked at this dental practice.

We spent the majority of our visit in the office behind the waiting area. The practice manager and a dental nurse provided us with the information and evidence we requested. We saw that the receptionist was friendly and chatted with people as they waited to be seen by the dentist. During our visit we spoke with two people waiting to see the dentist and we spoke with four people over the telephone after our visit. Everyone we spoke with said that staff were friendly and kind. One person told us, “I have been going to this dentist for 30 years, I am very happy; the staff call you by your first name, they are very friendly”. Another person said, “Oh gosh yes, they are very friendly”. This meant that people who used this dental service thought that the staff that were friendly and helpful.

Whilst in the waiting area it was evident that it would be difficult to hold a conversation of a confidential nature. We asked the practice manager how they maintained privacy whilst talking with people. We were told that confidential or private conversations would be held in a dental treatment room. We were told that all staff were aware of the confidentiality policy. We were shown a copy of an information governance training certificate and were told that all staff had completed this training. Information governance ensures necessary safeguards for, and appropriate use of, patient and personal information. This meant that patient records and information were kept confidentially and securely.

We asked the practice manager how people were made aware of the services provided by Anchor Road Dental Practice. We saw that the opening hours and the names of the dentists were displayed. We were told that Anchor Road Dental Practice provided any treatment necessary under the NHS to both adults and children. Treatment was also provided to Denplan patients and on a private fee paying basis. We were shown a copy of the patient information folder. This folder contained the practice leaflet and other useful information such as complaints, quality assurance and safeguarding polices. We saw details of the fees that NHS patients would pay for treatment. NHS fee information was also printed on a poster which was displayed on a desk in the waiting area. We were told that NHS information could be made available in various languages. This information would be provided by the primary care trust who also provided an interpretation and translation service for NHS patients. The practice manager told us that they had used this service regularly for a person who communicated using sign language.

We spoke with a dentist about how people were made aware of the treatment options available to them and of any costs involved. We were told all treatment options would be explained to people. We saw patient records which detailed the conversations held with them. Any risks involved in treatment were recorded. Computerised records showed that treatment estimates had been given to people. We were told that “study models” were made of people’s teeth and these were used to explain treatment options to people. We were shown the NHS forms that were completed when any treatment was agreed. These forms recorded the NHS pay band and the cost of the treatment. We saw computerised patient records which showed the costs involved in any private treatments undertaken. This helped to ensure that people were aware of the costs of any treatment that they received.

We spoke with six people who were registered with this dental practice. We asked them whether they were involved in discussions about treatment and were made aware of any costs involved. One person said, “They tell you everything, they always give you sound advice”. Another person told us, “The service is very g