Enter and view: Ivory Dental Clinic Enter and View, Hertfordshire

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Summary of report content

In February 2017, Healthwatch Hertfordshire carried out an enter and view activity to the Ivory Dental Clinic looking at access to NHS Dental Services for local residents. The focus of the visits is to look at the: • Environment • Physical Access • Information Access • Equality and Diversity • Complaints Handling The visit was part of a specific piece of work looking at local dentistry. Healthwatch worked with the following bodies and shared the report with them also; Public Health England, NHS England locally, Central Region Inspection Manager for Dentistry at the Care Quality Commission, and the Local Dental Committee. The report details all the findings, however a summary of those are listed below: We found a number of areas of good practice in the clinic: 1. The accessibility of the reception and waiting room area. 2. Keeping a copy of the Accessible Information Standard on the reception desk. 3. Clarity of the procedure in cases of a medical emergency. 4. Annual Safeguarding training. We also found the following areas for improvement: 1. The complaints policy. 2. Clarity around NHS treatment on the clinic website. 3. Information available on NHS Choices. 4. Promotion of oral health. 10 recommendations were made to the practice and report details the response from the provider. The response included positive action from the provider in the following areas: • The complaints policy has now been updated and will be updated annually. • We have now incorporated Healthwatch Hertfordshire and POhWER to our complaints policy. • We are also going to publish the complaint policy on our website

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General details

Report title 
Enter and view: Ivory Dental Clinic Enter and View, Hertfordshire
Local Healthwatch 
Healthwatch Hertfordshire
Date of publication 
Friday, 24 February, 2017
Date evidence capture began 
Friday, 24 February, 2017
Date evidence capture finished 
Friday, 24 February, 2017
Type of report 
Enter and view
Key themes 
Building and facilities
Car parking access
Communication between staff and patients
Information providing
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Not Known

Details of health and care services included in the report

Primary care services 
Dentist (non-hospital)

Details about conditions and diseases

Conditions or diseases 
Oral and dental health

Details of people who shared their views

Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Types of health and care professionals engaged 
Service manager
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact external to the report? 

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.