Orthodontic Excellence

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 had access to large print or alternative formats of information and reading glasses to support patients with impaired vision. The practice was wheelchair accessible with step-free access, ground floor treatment rooms and an accessible toilet. Staff had access to language translation services, including British Sign Language and information was available in other languages as required. One member of staff was bilingual and could communicate with patients in a language other than English. Flash cards were available in case of emergency for those patients who had hearing difficulties.

Staff were clear about the importance of providing emotional support to patients when delivering care. For example, we were told that reception staff took their time to chat to patients who were anxious to try to find out what made them nervous and to provide reassurance. We saw that staff were caring and spent time chatting to patients about their family and holidays. Music was playing to help distract patients whilst waiting. Staff said that children often bought things to distract them for example fidget spinners (a tool that can help reduce anxiety).

The practice supported more vulnerable members of society, for example, adults and children with a learning disability.

The practice displayed its opening hours and provided information on their website, patient information leaflet and social media page. The practice opened at 8am Monday to Friday and provided extended opening hours until 7.30pm on Monday and Tuesday evenings.

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.

At the time of our inspection, patients who needed an urgent appointment were offered one in a timely manner.

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.