We spoke with four patients who attended the practice. They told us they thought the service they received was 'excellent', 'superb' and 'very professional.' They said they were given clear explanations about what treatment they required. One person said 'I have been offered a range of options where my treatment is concerned. He (the dentist) was very clear about what treatment was best and has given me several options including information about the cost. He was very clear but did not force me into any particular treatment. I thought this was very good so I knew what to expect.' Patients who used the service told us they were very happy with the treatment and service they received from the dental practice. One person said 'He is the best dentist I have ever had.' Another patient said 'He is up to date with his knowledge and I feel very safe in his hands.' Patients were also very complimentary about both hygienists who gave preventative treatment and oral health information.
Patients told us that all consultations were performed in the privacy of the dental surgery, where confidentiality was maintained.
Patients told us the dentists took their time to explain the treatment they were receiving. We sat with one patient whilst they received their treatment. The member of staff was very thorough, explaining the improvements and giving health advice as appropriate.
We were told by patients that appointments rarely ran over time. Patients also told us the dentist and hygienist did not rush the care. Patients said it was easy to get both routine and emergency appointments. All patients said they were seen within a week for emergencies and were often seen the next day. One patient said 'He stayed late one day so he could fit me in'. Patients also told us that if they needed to cancel an appointment it was easy to reschedule.
We were told the dentist and dental team were reassuring, especially with anxious patients. One patient said 'The staff here have almost got rid of the fear of dentists that I have had since childhood.'
Patients were happy with the service they received and were able to stop treatment at anytime. Staff were aware of their responsibilities regarding the safeguarding of adults and children. However, they had not yet been provided with training and clear policies to use if any abuse was suspected or alleged.
Patients told us they were satisfied with the level of cleanliness at the dental practice. One person said 'It's always spotless.' We saw a patient comment card which read 'It is always clean.'
We saw the practice was well maintained and clean. Staff we spoke with had an understanding of infection control procedures. We sat with one patient whilst they received their treatment and saw staff used appropriate protective equipment and wiped down equipment following treatment.
The "Health Technical Memorandum 01-05: Decontamination in primary care dental practices" (HTM01-05) published by the Department of Health sets out in detail the processes and practices essential to prevent the transmission of infections.
We saw that the practice was following guidance with regard to the decontamination of dental equipment. The provider also immediately responded to technical guidance that had been missed and highlighted.
The building in which the practice was located was on one level. Both dental surgeries were accessible for people in wheelchairs. The dentist informed us that some domiciliary visits were performed for the very frail or infirm. Access to the practice was suitable for those with mobility difficulties because there was level access with a ramp to the front door.
Staff explained that they had opportunities to attend regular training and were supported with achieving this. New staff however, were not always provided with a structured induction which could mean important information was not communicated.
Patients were encouraged to provide feedback in one of four ways. They could leave anonymous comments in a box in the waiting room. They were encouraged to write or email the practice, telephone the practice or give feedback face to face.
Patients knew how to complain and felt confident complaints would be listened to. The practice have had a low number of complaints but the provider told us he had used any complaints to improve the service. We saw examples where patients had made a complaint about an aspect of the service. We saw the appropriate action taken by the provider to prevent the problem reoccurring.
The dental practice had been open since 2008 and had been increasing in patient numbers during this time. The dentist was able to verbally provide the majority of information we required but at times was unable to provide written evidence for all the checks and systems that had taken place. We saw that the majority patient safety checks had taken place with thorough records kept. Examples of effective systems included decontamination calibration checks, management of x rays, equipment logs, medication expiry date checks and waiting times for patients. However, more environmental checks and day to day management systems relied on the memory of the provider and reactions to events occurring. These included training programmes, infection control audits, fire alarm checks, gas safety and electrical equipment checks. This could mean necessary checks could be missed as the dentist became busier or absent from the practice.