The Old Surgery Dental Practice

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.

There was step-free access to the practice, 3 ground floor treatment rooms and a wheelchair accessible toilet for patients with limited mobility. The practice also had a variety of waiting chairs of differing heights, and arm rests to help support patients.

The practice provided a hearing loop for patients and provided information in alternative formats and larger print if required. The practice also provided digital tablets with text enlarging capability.

The practice had access to language translation services, including British Sign Language.

Staff were clear about the importance of providing emotional support to patients when delivering care. For example, the practice provided welcome letters to new patients with biographies and photographs of their assigned clinicians to help alleviate anxieties. They also provided welcome telephone calls prior to their first appointment to see if there was anything the practice could accommodate ahead of time.

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

The practice displayed its opening hours and provided information on their website, front door, and patient welcome letters.

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. Staff took part in an emergency on-call arrangement, and patients were directed to the appropriate out-of-hours service.

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.