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Inspection report

Date of Inspection: 16 September 2013
Date of Publication: 2 October 2013
Inspection Report published 02 October 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 16 September 2013, 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, talked with staff, reviewed information given to us by the provider and took advice from our pharmacist. We took advice from our specialist advisors.

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 spoke with twelve people who used the service on the day of our inspection. People told us the dentists and dental nurses were friendly, approachable and provided information relevant to their needs. They told us how the reception staff ensured they received appointments when it was convenient for them and how they were greeted politely by all staff. One person told us, “They send us text messages to remind us of appointments.”

People who used the service were given appropriate information and support regarding their treatment. All the people spoke positively about the dentists, dental hygienist / therapist, dental nurses and receptionists. They told us they were satisfied with the treatment and information provided at the practice. They told us about information leaflets they were given and about advice they received.

Patients we spoke with told us their treatment was explained clearly to them by the dentists. One person said, “The dentist took me through all the options available to me”. One person told us how they were provided information related to oral hygiene and said; “The dentist was very professional and was very good at explaining things to me moment by moment”. People told us the dentists asked for their consent to treatment throughout the appointment both verbally and through the forms they completed. People who used the service understood the care and treatment choices available to them. During our visit we viewed ten patients’ records for the three dentists working that day. Treatment plan records and changes to medical information for all the individuals seen were recorded routinely. In the records we looked at we saw there were clear treatment plans and the costs for that treatment. Most people attending the practice told us that they knew what fees they were paying and that they could check the cost of treatment with the dentist or by using the list of fees displayed in the waiting room. Some patients used dental insurance and told us they knew about the monthly payments they made and were not concerned about the cost of the treatment that day.

We saw that patients had signed forms to agree to the treatment and the costs incurred. Basic information was available to patients in the providers’ brochure. The provider also had a web site, they told us this was gradually being updated to include detailed information about the practice, fee bands for treatments and other services they provided.

People expressed their views and were involved in making decisions about their care and treatment. A patient feedback box was available in the waiting room. Comments received recently included, “Thank you for sorting me out so painlessly,” and “Good understanding and support from all the team.” Where people made comments about improvements to the service such as higher chairs; we saw these had been provided or were available on request. This showed the provider had listened to people’s views about the service and acted upon them.

The provider had a complaints policy which was displayed in the waiting area along with other information about the practices treatments available and general dental health information. The people we spoke with told us all staff were approachable and they were able to discuss concerns if they arose. Most people told us they knew how to make a complaint and felt able to raise concerns with all staff in the practice. The provider may wish to note some people were unaware of how to make a complaint if they needed to.

We asked people if their privacy was respected and if they had overheard information about other people. People told us they had not overheard private conversations when visiting the practice and that their privacy was maintained whilst receiving examinations or treatment at the practice. We saw and people told us that the consulting room door was closed at all times whilst they received treatment.