Smile NW London

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.

The provider described the reasonable adjustments they had made to ensure the practice was accessible. One of the two surgeries was accessible to those in wheelchairs. The toilet was inaccessible due to three small steps, and this was communicated to patients ahead of registration and appointments.

The provider described other accessible facilities, which included electronic devices (with text enlarging facility) for completing and signing forms digitally, and language translation services were available for those who needed it.

Staff were clear about the importance of providing emotional support to patients when delivering care. For example, when patients were distressed or upset staff provided reassurance and took their time to explain the treatment process. For those who were extremely nervous, they were offered sedation and referred to the sedation provider.

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

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

The practice displayed its opening hours and provided information on their website, patient information leaflet and on the shop windowed premises.

The practice had a clear, user-friendly and accessible website; patients could also leave feedback about their care of which the results were broken down and summarised.

The frequency of appointments was agreed between the dentist and the patient, giving due regard to National Institute for Health and Care Excellence (NICE) guidelines.

The practice provided telephone numbers for patients needing emergency dental treatment during the working day and when the practice was not open. Patients requiring emergency care and treatment could telephone the practice, which alerted the provider who telephoned the patients and undertook remote assessments. Based on the outcome of the assessment, patients were either seen at the practice or directed to the appropriate out of hours service.

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.