Enter and view: Bramingham Dental Clinic, Luton

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Summary of report content

On 15 March 2017 Healthwatch Luton completed an Enter and View visit to the Bramingham Dental Clinic. Authorised representatives conducted short interviews with 5 members of staff and 7 patients. Purpose of visit: • To engage with service users of dental surgeries and understand how NHS costs are communicated to the public • Identify examples of good working practice • Observe patients engaging with the staff and their surroundings • Capture the experience of residents and relatives and any ideas they may have for change Summary of findings: • Everyone spoken with on the day, including staff and patients thought the service was run very well. • Clear information was provided regarding costs and structure of costs, as well as how to make a complaint. • The staff could speak a wide range of languages. • This clinic had low numbers of DNA’s (did not attend) due to their reminder services through texts, emails or calls. Recommendations: • As all those patients we talked to did not understand the banding structure of NHS costs, or the treatments available per band, Healthwatch Luton would recommend this clinic promotes this further to their patients. Despite having posters on the notice boards, the patients still seem unaware. • Communications on the importance of children’s dental care is essential, with two patients at this clinic (one with a 2yr old and one with a 4yr old) not understanding the importance of dental care at this age, and not bringing them to the dentist. • Communications to both staff and patients on the complaints process. Although Healthwatch Luton saw the complaints process on the notice board the patients we spoke with were still unaware of how to make a complaint. Provider response is included in this report with recognition to a number of changes to be implemented.

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General details

Report title 
Enter and view: Bramingham Dental Clinic, Luton
Local Healthwatch 
Healthwatch Luton
Date of publication 
Friday, 3 March, 2017
Date evidence capture began 
Wednesday, 15 March, 2017
Date evidence capture finished 
Wednesday, 15 March, 2017
Type of report 
Enter and view
Key themes 
Access
Complaints procedure
Cost of services
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Healthwatch reference number 
Rep-6436

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Announced

Details of health and care services included in the report

Primary care services 
Dentist (non-hospital)
Secondary care services 
Dentistry

Details of people who shared their views

Number of people who shared their views 
7
Age group 
Not known
Gender 
All
Ethnicity 
All
Sexual orientation 
Not known
Does the information include public's views? 
No
Does the information include carer's, friend's or relative's views? 
Yes
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Allied health care professionals
Receptionists
Service manager
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Positive

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Yes
What type of impact was determined? 
Tangible impact (not cost related)

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
 
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
 
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.