Coventry Road Dentalcare

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.

Staff had carried out a disability access audit and had formulated an action plan to continually improve access for patients.

Leaders and staff described the reasonable adjustments they had made to ensure the practice was accessible. This included level access to the practice, ground floor reception, waiting area and treatment rooms and a ground floor patient toilet large enough to accommodate a wheelchair user. The practice had a hearing induction loop to support patients with a hearing impairment. The practice had access to large print or alternative formats of information, and a magnifying glass. Also available to support patients with impaired vision, was an electronic tablet for completion of medical history or consent forms; information on the electronic tablets could be enlarged. Staff 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, reception staff confirmed that they chatted to patients to try and make them feel at ease. We were told about an occasion where a receptionist held a patient’s hand throughout their treatment at the patient’s request. We saw that there were television screens in all of the treatment rooms and were told that calming images and music could be played whilst patients were having treatment or cartoons could be played for children. There was a garden at the rear of the practice and those patients who were too anxious to wait inside the waiting room could be accompanied by a receptionist whilst waiting in the garden. The radio was also playing in waiting areas to help distract anxious patients.

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.

The practice supported more vulnerable members of society, for example, patients living with dementia or adults and children with a learning disability. Makaton signs were on display in waiting areas and a Makaton book was available for staff in the staff room. Makaton is a communication system that uses signs, symbols, speech, and written words to help people communicate.

The practice displayed its opening hours and provided information on their website, patient information leaflet and social media page.

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 assessment, 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.