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Archived: Active Smile

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Inspection report

Date of Inspection: 20 November 2013
Date of Publication: 3 January 2014
Inspection Report published 03 January 2014 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 20 November 2013, checked how people were cared for at each stage of their treatment and care and sent a questionnaire to people who use the service. We talked with people who use the service and 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

The Practice had a reception area and combined waiting room. We saw that reception staff were on hand to speak with patients upon arrival.

The design of the reception area gave little room for private discussion about personal or sensitive matters. However, the Practice Manager told us that staff were aware of the need for confidentiality and other appropriate ‘private’ space was available if required. This meant that provisions could be put in place to make sure conversations would not be overheard by other people using the service. This ensured peoples' privacy and the confidentiality of personal information was protected.

We saw that all the staff spoke to people who used the service politely and responded to questions appropriately. We spoke with the staff at the practice who told us they were happy and enjoyed their work.

There was an appropriate range of information leaflets and posters in the waiting room about oral health, details about the practice and fees for treatment. We saw that there was a ‘Suggestions Box’ in the waiting room for people to give feedback about the service. Information on how to make a complaint was also available.

We spoke with two people who were patients at the Practice. They told us they were very happy with the service they received. They said they had been involved in their treatment plans and had been given clear information and explanations prior to treatment commencing.

One person told us, “I get very good care here. The dentist is very friendly.”

Another person we spoke to told us, “I have been a patient here for a long time and the new dentists’ are good. I actually enjoy coming here.”

The patients we spoke with told us that they had no concerns about the practice.

We also looked at some of the records for patients at the Practice. We saw that the records showed how people had been made aware of treatment options and had been involved in decisions about their treatment. The records showed the frequency of patient involvement in treatment planning. The records we saw were accurate and up-to-date. This meant that patient care and safety was supported by appropriate information being recorded and available to the dentists and other staff.

We saw that the Practice had undertaken a patient survey and the results were generally very positive. However, the Practice had not provided any feedback from the analysis of the survey to patients. When we spoke to the Practice Manager she recognised this would add value to the exercise and would look to include feedback to patients from the next survey.