Lister House Iced Limited

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We found this practice was providing responsive care in accordance with the relevant regulations and had taken into consideration appropriate guidance.

Find out what we look at when we assess this area in our information about our new Single assessment framework.

The judgement for Person-centred Care is based on the latest evidence we assessed for the Responsive key question.

The judgement for Care provision, Integration and continuity is based on the latest evidence we assessed for the Responsive key question.

The judgement for Providing Information is based on the latest evidence we assessed for the Responsive key question.

The judgement for Listening to and involving people is based on the latest evidence we assessed for the Responsive key question.

Staff had carried out a disability access audit and had an action plan to continually improve access for patients.

Staff described the reasonable adjustments they had made to ensure the practice was accessible. The practice was wheelchair accessible with step-free access through the use of a ramp and a lift. For wheelchair users who were unable to use the lift, the practice had an arrangement where they could use another ground floor treatment room. Staff had access to language translation services.

Staff were clear about the importance of providing emotional support to patients when delivering care. For example, staff told us that they always took the initiative from patients, and if the patient was not having a good day, they would delay treatment. Staff told us they had cups of tea with patients who were anxious prior to their appointment in the waiting room, to alleviate their concerns.

The practice supported more vulnerable members of society, for example, patients living with dementia or a learning disability.

The frequency of appointments was agreed between the dentist and the patient, giving due regard to National Institute for Health and Care Excellence guidelines.

The practice provided telephone numbers for patients needing emergency dental treatment during the working day and when the practice was not open. One patient told us, “Nothing is ever too much trouble as I have been seen when I have had some urgent dental issues at unconventional business times. Weekend, late and early appointments are offered as soon as possible,so I can be spared further discomfort.”

At the time of our inspection, patients who needed an urgent appointment were offered one in a timely manner. When the practice was unable to offer an urgent appointment, they worked with partner organisations to support urgent access for patients.

The judgement for Equity in experiences and outcomes is based on the latest evidence we assessed for the Responsive key question.

The judgement for Planning for the future is based on the latest evidence we assessed for the Responsive key question.