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Inspection report

Date of Inspection: 7 May 2013
Date of Publication: 30 May 2013
Inspection Report published 30 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)

Not met 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 7 May 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 and talked with staff.

Our judgement

People’s privacy, dignity and independence were respected.

People were not provided with written information about the practice.

Reasons for our judgement

The dentist took over the practice approximately nine months previously and had introduced some changes within the service, such as developing the decontamination room, introducing a computer system of people’s records and information about the practice in the web format. The dentist has not yet developed written information about the practice for people who were either newly registered or about to register at the practice and this should be completed so people have access to this information to take away and read.

There was, written information in the form of the statement of purpose which is situated within the waiting room for people to read while they wait to be called through for their appointment. This information contained all that is required including the experience of staff, what treatment is offered, payment plans, how to contact the surgery and how to complain.

We spoke with people before they attended their appointment with the dentist and we received comments such as: “I had reservations when the new dentist took over although shouldn't have because the new dentist is wonderful, my filling was totally pain free.” “The dentist explained all my options to me before I made up my mind, and I am now seeing the hygienist as well.”

We saw that staff were polite and courteous to people when they booked in for their appointment and two people we spoke with told us this was always the case. All treatments and private discussions were undertaken within the surgery showing that people's privacy and dignity were respected.

There were information leaflets available on display and within the waiting room providing details about dental healthcare, treatments and products available. The dentist offered general dental treatment and some specialist dental care such as cosmetic and dental implants, and had recently introduced the services of a part time dental hygienist. We spoke with two people at the beginning of their appointment with the dentist. Both said that they were always told what their options were and supplied with a treatment plan and an estimate of the costs.

The practice encouraged people to leave their comments regarding their treatment by using the comments box; we saw some of these during our visit with the majority of these comments being complimentary regarding the change of dentist. The provider may find it useful to note a formal survey of people’s views would be beneficial when monitoring their quality assurance process before the end of their first year of service.