Standards for the Dental Team

Transcription

1 Standards fr the Dental Team Abut this dcument This dcument sets ut the standards f cnduct, perfrmance and ethics that gvern yu as a dental prfessinal. It specifies the principles, standards and guidance which apply t all members f the dental team which includes: The standards set ut what yu must d. If yu d nt meet these standards, yu may be remved frm ur register and nt be able t wrk as a dental prfessinal. The guidance is there t help yu t meet the standards. Yu are expected t fllw the guidance, t use yur prfessinal judgment, demnstrate insight at all times and be able t justify any decisin that is nt in line with the guidance. Serius r persistent failure t fllw the guidance culd see yu remved frm ur register and nt able t wrk as a dental prfessinal. Dentists; Dental nurses; Dental hygienists; Dental therapists; Orthdntic therapists; Dental technicians; and Clinical dental technicians. It als sets ut what patients expect frm their dental prfessinals. Principles: The cre ethical principles f practice Patient expectatins: What patients can expect frm the dental team Standards: What registrants must d t ensure patient expectatins are met : Hw registrants meet the standards There are nine principles registered dental prfessinals must keep t at all times. As a GDC registrant yu must: Put patients interests first Cmmunicate effectively with patients Obtain valid cnsent Maintain and prtect patients infrmatin Have a clear and effective cmplaints prcedure Wrk with clleagues in a way that is in patients best interests Maintain, develp and wrk within yur prfessinal knwledge and skills Raise cncerns if patients are at risk Make sure yur persnal behaviur maintains patients cnfidence in yu and the dental prfessin The principles are all equally imprtant and are nt listed in rder f pririty. They are supplemented by additinal guidance dcuments which can be fund n ur website at and which yu must als fllw. Yu have an individual respnsibility t behave prfessinally and fllw these principles at all times. Thrughut this dcument: must is used where the duty is cmpulsry; shuld is used where the duty wuld nt apply in all situatins and where there are exceptinal circumstances utside yur cntrl that culd affect whether, r hw, yu can cmply with the guidance. Shuld is als used when we are prviding an explanatin f hw yu will meet the verriding duty. If we receive infrmatin which brings yur fitness t practise int questin, such as a cmplaint r a cnvictin, we will refer t the standards and the guidance t judge whether yu are fit t practise as a dental prfessinal. Principle 1 - Put patients interests first Patient expectatins Patients expect: - T be listened t and have their preferences and cncerns taken int accunt - T be treated as individuals and have their cultures and values respected - That all members f the dental team will be hnest and act with integrity - That all aspects f their health and well-being will be cnsidered and they will receive dental care that is apprpriate fr them - T be treated in a clean and safe envirnment. - That reasnable adjustments will be made fr any disabilities - That their interests will be put befre financial gain and business need - Redress if they suffer harm during dental treatment Standards fr the Dental Team cmpressed layut June That their dental pain and anxiety will be managed apprpriately

2 Standards Yu must: 1.1 Listen t yur patients. 1.2 Treat every patient with dignity and respect at all times. 1.3 Be hnest and act with integrity. 1.4 Take a hlistic and preventative apprach t patient care which is apprpriate t the individual patient. 1.5 Treat patients in a hygienic and safe envirnment 1.6 Treat patients fairly, as individuals and withut discriminatin. 1.7 Put patients interests befre yur wn r thse f any clleague, business r rganisatin. 1.8 Have apprpriate arrangements in place fr patients t seek cmpensatin if they suffer harm. 1.9 Find ut abut laws and regulatins that affect yur wrk and fllw them. Standard 1.1: Yu must listen t yur patients Yu must discuss treatment ptins with patients and listen carefully t what they say. Give them the pprtunity t have a discussin and t ask questins. Standard 1.2: Yu must treat every patient with dignity and respect at all times Yu must justify the trust that patients, the public and yur clleagues place in yu by always acting hnestly and fairly in yur dealings with them. This applies t any business r educatin activities in which yu are invlved as well as t yur prfessinal dealings Yu must make sure yu d nt bring the prfessin int disrepute Yu must make sure that any advertising, prmtinal material r ther infrmatin that yu prduce is accurate and nt misleading, and cmplies with the GDC s guidance n ethical advertising. Standard 1.4: Yu must take a hlistic and preventative apprach t patient care which is apprpriate t the individual patient A hlistic apprach means yu must take accunt f patients verall health, their psychlgical and scial needs, their lng term ral health needs and their desired utcmes Yu must prvide patients with treatment that is in their best interests, prviding apprpriate ral health advice and fllwing clinical guidelines relevant t their situatin. Yu may need t balance their ral health needs with their desired utcmes. If their desired utcme is nt achievable r is nt in the best interests f their ral health, yu must explain the risks, benefits and likely utcmes t help them t make a decisin. Standard 1.5: Yu must treat patients in a hygienic and safe envirnment Yu must find ut abut the laws and regulatins which apply t yur clinical practice, yur premises and yur bligatins as an emplyer and yu must fllw them at all times. This will include (but is nt limited t) legislatin relating t: Yu shuld be aware f hw yur tne f vice and bdy language might be perceived Yu shuld take patients preferences int accunt and be sensitive t their individual needs and values Yu must treat patients with kindness and cmpassin Yu shuld manage patients dental pain and anxiety apprpriately. Standard 1.3: Yu must be hnest and act with integrity the dispsal f clinical and ther hazardus waste; radigraphy; health and safety; decntaminatin; and medical devices. Standards fr the Dental Team cmpressed layut June

3 (Further infrmatin n laws and regulatins can be fund n ur website. Yur prfessinal assciatin r defence rganisatin can als help yu t find ut which laws and regulatins apply t yur wrk.) Yu must make sure that yu have all necessary vaccinatins and fllw guidance relating t bld-brne viruses Yu must fllw the guidance n medical emergencies and training updates issued by the Resuscitatin Cuncil (UK) Yu must recrd all patient safety incidents and reprt them prmptly t the apprpriate natinal bdy. Standard 1.6: Yu must treat patients fairly, as individuals and withut discriminatin Yu must nt discriminate against patients n the grunds f: Age Disability Gender reassignment Marriage and civil partnership Pregnancy and maternity Race Religin r belief Sex Sexual rientatin. Yu must als ensure that yu d nt discriminate against patients r grups f patients fr any ther reasns such as natinality, special needs, health, lifestyle r any ther cnsideratin Yu must be aware f and adhere t all yur respnsibilities as set ut in relevant equalities legislatin Yu must cnsider patients disabilities and make reasnable adjustments t allw them t receive care which meets their needs. If yu cannt make reasnable adjustments t treat a patient safely, yu shuld cnsider referring them t a clleague Yu must nt express yur persnal beliefs (including plitical, religius r mral beliefs) t patients in any way that explits their vulnerability r culd cause them distress. Standard 1.7: Yu must put patients interests befre yur wn r thse f any clleague, business r rganisatin Yu must always put yur patients interests befre any financial, persnal r ther gain If yu wrk in a practice that prvides bth NHS (r equivalent health service) and private treatment (a mixed practice), yu must make clear t yur patients which treatments can be prvided under the NHS (r equivalent health service) and which can nly be prvided n a private basis Yu must nt mislead patients int believing that treatments which are available n the NHS (r equivalent health service) can nly be prvided privately. If yu wrk in a purely private practice, yu shuld make sure that patients knw this befre they attend fr treatment If yu wrk in a mixed practice, yu must nt pressurise patients int having private treatment if it is available t them under the NHS (r equivalent health service) and they wuld prefer t have it under the NHS (r equivalent health service) Yu must refuse any gifts, payment r hspitality if accepting them culd affect, r culd appear t affect, yur prfessinal judgment When yu are referring patients t anther member f the dental team, yu must make sure that the referral is made in the patients best interests rather than fr yur wn, r anther team member s, financial gain r benefit If yu believe that patients might be at risk because f yur health, behaviur r prfessinal perfrmance r that f a clleague, r because f any aspect f the clinical envirnment, yu must take prmpt and apprpriate actin In rare circumstances, the trust between yu and a patient may break dwn, and yu may find it necessary t end the prfessinal relatinship. Yu shuld nt stp prviding a service t a patient slely because f a cmplaint the patient has made abut yu r yur team. Befre yu end a prfessinal relatinship with a patient, yu must be satisfied that yur decisin is fair and yu must be able t justify yur decisin. Yu shuld write t the patient t tell them yur decisin and yur reasns fr it. Yu shuld take steps t ensure that arrangements are made prmptly fr the cntinuing care f the patient. Standard 1.8: Yu must have apprpriate arrangements in place fr patients t seek cmpensatin if they have suffered harm Standards fr the Dental Team cmpressed layut June

4 1.8.1 Yu must have apprpriate insurance r indemnity in place t make sure yur patients can claim any cmpensatin t which they may be entitled (See ur website fr further guidance n what types f insurance r indemnity the GDC cnsiders t be apprpriate) Yu shuld ensure that yu keep t the terms and cnditins f yur insurance r indemnity and cntact the prvider as sn as pssible when a claim is made. A delay in cntacting the prvider culd disadvantage patients and may affect the level f help yu receive frm the prvider. Standard 1.9: Yu must find ut abut laws and regulatins that affect yur wrk and fllw them Yu must find ut abut, and fllw, laws and regulatins affecting yur wrk. This includes, but is nt limited t, thse relating t: data prtectin emplyment human rights and equality registratin with ther regulatry bdies. (See ur website fr mre infrmatin.) Principle 2 - Cmmunicate effectively with patients Patient expectatins Patients expect: - T receive full, clear and accurate infrmatin that they can understand, befre, during and after treatment, s that they can make infrmed decisins in partnership with the peple prviding their care - A clear explanatin f the treatment, pssible utcmes and what they can expect - T knw hw much their treatment will cst befre it starts, and t be tld abut any changes - Cmmunicatin that they can understand - T knw the names f thse prviding their care Standards Yu must: 2.1 Cmmunicate effectively with patients listen t them, give them time t cnsider infrmatin and take their individual views and cmmunicatin needs int accunt 2.2 Recgnise and prmte patients rights t and respnsibilities fr making decisins abut their health pririties and care 2.3 Give patients the infrmatin they need, in a way they can understand, s that they can make infrmed decisins 2.4 Give patients clear infrmatin abut csts Standard 2.1: Yu must cmmunicate effectively with patients listen t them, give them time t cnsider infrmatin and take their individual views and cmmunicatin needs int accunt Yu must treat patients as individuals. Yu shuld take their specific cmmunicatin needs and preferences int accunt where pssible and respect any cultural values and differences Yu must be sufficiently fluent in written and spken English t cmmunicate effectively with patients, their relatives, the dental team and ther healthcare prfessinals in the United Kingdm. Standard 2.2: Yu must recgnise and prmte patients rights t and respnsibilities fr making decisins abut their health pririties and care Yu must listen t patients and cmmunicate effectively with them at a level they can understand. Befre treatment starts yu must: explain the ptins (including thse f delaying treatment r ding nthing) with the risks and benefits f each; and give full infrmatin n the treatment yu prpse and the pssible csts Yu shuld encurage patients t ask questins abut their ptins r any aspect f their treatment Yu must give full and hnest answers t any questins patients have abut their ptins r treatment. Standards fr the Dental Team cmpressed layut June

5 Standard 2.3: Yu must give patients the infrmatin they need, in a way they can understand, s that they can make infrmed decisins Yu shuld intrduce yurself t patients and explain yur rle s that they knw hw yu will be invlved in their care Other members f yur team may have valuable knwledge abut the patients backgrunds r cncerns s yu shuld invlve them (and the patients carers if relevant) in discussin with patients where apprpriate Yu shuld recgnise patients cmmunicatin difficulties and try t meet the patients particular cmmunicatin needs by, fr example: Yu shuld keep the treatment plan and estimated csts under review during treatment. Yu must infrm yur patients immediately if the treatment plan changes and prvide them with an updated versin in writing Yu must prvide patients with clear infrmatin abut yur arrangements fr emergency care including the ut f hurs arrangements Yu shuld make sure patients have the details they need t allw them t cntact yu by their preferred methd Yu shuld prvide patients with clear infrmatin abut any referral arrangements related t their treatment. nt using prfessinal jargn and acrnyms; Standard 2.4: Yu must give patients clear infrmatin abut csts using an interpreter fr patients whse first language is nt English; suggesting that patients bring smene with them wh can use sign language; and prviding an inductin lp t help patients wh wear hearing aids Yu shuld satisfy yurself that patients have understd the infrmatin yu have given them, fr example by asking questins and summarising the main pints f yur discussin Yu shuld make sure that patients have enugh infrmatin and enugh time t ask questins and make a decisin Yu must give patients a written treatment plan, r plans, befre their treatment starts and yu shuld retain a cpy in their ntes. Yu shuld als ask patients t sign the treatment plan Whenever yu prvide a treatment plan yu must include: Yu must make sure that a simple price list is clearly displayed in yur receptin r waiting area. This shuld include a list f basic items including a cnsultatin, a single-surface filling, an extractin, radigraphs (bitewing r pan-ral) and treatment prvided by the hygienist. Fr items which may vary in cst, a frm - t price range can be shwn Yu must give clear infrmatin n prices in yur practice literature and n yur websites - patients shuld nt have t ask fr this infrmatin Yu shuld tell yur patients whether treatment is guaranteed, under what circumstances and fr hw lng. Yu shuld make clear any circumstances under which treatment is nt guaranteed (fr example, a lack f care n their part which leads t recurring prblems). Principle 3- Obtain valid cnsent Patient expectatins Patients expect: the prpsed treatment; a realistic indicatin f the cst; whether the treatment is being prvided under the NHS (r equivalent health service) r privately (if mixed, the treatment plan shuld clearly indicate which elements are being prvided under which arrangement). - T be asked fr their cnsent t treatment befre it starts. Standards Yu must: 3.1 Obtain valid cnsent befre starting treatment, explaining all the relevant ptins and the pssible csts 3.2 Make sure that patients (r their representatives) understand the decisins they are being asked t make Standards fr the Dental Team cmpressed layut June

6 3.3 Make sure that the patient s cnsent remains valid at each stage f investigatin r treatment Standard 3.1: Yu must btain valid cnsent befre starting treatment, explaining all the relevant ptins and the pssible csts Yu must make sure yu have valid cnsent befre starting any treatment r investigatin. This applies whether yu are the first member f yur team t see the patient r whether yu are invlved after ther team members have already seen them. D nt assume that smene else has btained the patient s cnsent Yu shuld dcument the discussins yu have with patients in the prcess f gaining cnsent. Althugh a signature n a frm is imprtant in verifying that a patient has given cnsent, it is the discussins that take place with the patient that determine whether the cnsent is valid Yu shuld find ut what yur patients want t knw as well as what yu think they need t knw. Things that patients might want t knw include: ptins fr treatment, the risks and the ptential benefits; why yu think a particular treatment is necessary and apprpriate fr them; the cnsequences, risks and benefits f the treatment yu prpse; the likely prgnsis; yur recmmended ptin; the cst f the prpsed treatment; what might happen if the prpsed treatment is nt carried ut; and whether the treatment is guaranteed, hw lng it is guaranteed fr and any exclusins that apply Yu must check and dcument that patients have understd the infrmatin yu have given Patients can withdraw their cnsent at any time, refuse treatment r ask fr it t be stpped after it has started. Yu must acknwledge their right t d this and fllw their wishes. Yu shuld explain the cnsequences r risks f nt cntinuing the treatment and ensure that the patient knws that they are respnsible fr any future prblems which arise as a result f nt cmpleting the treatment. Yu must recrd all this in the patient s ntes Yu must btain written cnsent where treatment invlves cnscius sedatin r general anaesthetic. Standard 3.2: Yu must make sure that patients (r their representatives) understand the decisins they are being asked t make Yu must prvide patients with sufficient infrmatin and give them a reasnable amunt f time t cnsider that infrmatin in rder t make a decisin Yu must tailr the way yu btain cnsent t each patient s needs. Yu shuld help them t make infrmed decisins abut their care by giving them infrmatin in a frmat they can easily understand When btaining cnsent, yu shuld encurage patients wh have cmmunicatin difficulties t have a friend, relative r carer with them t help them ask questins r understand yur answers Yu must always cnsider whether patients are able t make decisins abut their care themselves, and avid making assumptins abut a patient s ability t give cnsent. This is a cmplex area and yu shuld refer t the apprpriate legislatin. Yu can find further infrmatin n ur website r yu can cntact yur defence rganisatin fr further advice Yu must check and dcument that patients have understd the infrmatin yu have given them. Standard 3.3: Yu must make sure that the patient s cnsent remains valid at each stage f investigatin r treatment Giving and btaining cnsent is a prcess, nt a ne-ff event. It shuld be part f n-ging cmmunicatin between patients and all members f the dental team invlved in their care. Yu shuld keep patients infrmed abut the prgress f their care When carrying ut an n-ging curse f treatment, yu must make sure yu have specific cnsent fr what yu are ging t d during that appintment. Standards fr the Dental Team cmpressed layut June

7 3.3.3 Yu must tailr the way yu cnfirm nging cnsent t each patient s needs and check that patients have understd the infrmatin yu have given them Yu must dcument the discussins yu have with patients in the prcess f cnfirming their nging cnsent If yu think that yu need t change a patient s agreed treatment r the estimated cst, yu must btain yur patient s cnsent t the changes and dcument that yu have dne s. Principle 4 - Maintain and prtect patients infrmatin Patient expectatins Patients expect: - Their recrds t be up t date, cmplete, clear, accurate and legible - Their persnal details t be kept cnfidential - T be able t access their dental recrds Yu must make and keep cmplete and accurate patient recrds, including an upt-date medical histry, each time that yu treat patients. Radigraphs, cnsent frms, phtgraphs, mdels, audi r visual recrdings f cnsultatins, labratry prescriptins, statements f cnfrmity and referral letters all frm part f patients recrds where they are available Yu shuld recrd as much detail as pssible abut the discussins yu have with yur patients, including evidence that valid cnsent has been btained. Yu shuld als include details f any particular patient s treatment needs where apprpriate Yu must understand and meet yur respnsibilities in relatin t patient infrmatin in line with current legislatin. Yu must fllw apprpriate natinal advice n retaining, string and dispsing f patient recrds Yu must ensure that all dcumentatin that recrds yur wrk, including patient recrds, is clear, legible, accurate, and can be readily understd by thers. Yu must als recrd the name r initials f the treating clinician If yu need t make any amendments t a patient s recrds yu must make sure that the changes are clearly marked up and dated. - Their recrds t be stred securely Standards Yu must: 4.1 Make and keep cntempraneus, cmplete and accurate patient recrds 4.2 Prtect the cnfidentiality f patients infrmatin and nly use it fr the purpse fr which it was given. 4.3 Only release a patient s infrmatin withut their permissin in exceptinal circumstances. 4.4 Ensure that patients can have access t their recrds 4.5 Keep patients infrmatin secure at all times, whether yur recrds are held n paper r electrnically. Standard 4.1: Yu must make and keep cntempraneus, cmplete and accurate patient recrds guidance n scial netwrking. Standards fr the Dental Team cmpressed layut June If yu refer a patient t anther dental prfessinal r ther health prfessinal, yu must make an accurate recrd f this referral in the patient s ntes and include a written prescriptin when necessary. Standard 4.2: Yu must prtect the cnfidentiality f patients infrmatin and nly use it fr the purpse fr which it was given Cnfidentiality is central t the relatinship and trust between yu and yur patients. Yu must keep patient infrmatin cnfidential. This applies t all the infrmatin abut patients that yu have learnt in yur prfessinal rle including persnal details, medical histry, what treatment they are having and hw much it csts Yu must ensure that nn-registered members f the dental team are aware f the imprtance f cnfidentiality and that they keep patient infrmatin cnfidential at all times Yu must nt pst any infrmatin r cmments abut patients n scial netwrking r blgging sites. If yu use prfessinal scial media t discuss annymised cases fr the purpse f discussing best practice yu must be careful that the patient r patients cannt be identified. See ur website fr further

8 4.2.4 Yu must nt talk abut patients r their treatment in places where yu can be verheard by peple wh shuld nt have access t the infrmatin yu are discussing Yu must explain t patients the circumstances in which yu may need t share infrmatin with thers invlved in their healthcare. This includes making sure that they understand: what infrmatin yu will be releasing; why yu will be releasing it; and the likely cnsequences f yu releasing the infrmatin. Yu must give yur patients the pprtunity t withhld their permissin t share infrmatin in this way unless exceptinal circumstances apply. Yu must recrd in yur patient s ntes whether r nt they gave their permissin If a patient allws yu t share infrmatin abut them, yu shuld ensure that anyne yu share it with understands that it is cnfidential If ther peple ask yu t prvide infrmatin abut patients (fr example, fr teaching r research), r if yu want t use patient infrmatin such as phtgraphs fr any reasn, yu must: explain t patients hw the infrmatin r images will be used; check that patients understand what they are agreeing t; btain and recrd the patients cnsent t their use; nly release r use the minimum infrmatin necessary fr the purpse; and explain t the patients that they can withdraw their permissin at any time. If it is nt necessary fr patients t be identified, yu must make sure they remain annymus in any infrmatin yu release Yu must keep patient infrmatin cnfidential even after patients die The duty t keep infrmatin cnfidential als cvers recrdings r images f patients such as phtgraphs, vides r audi recrdings, bth riginals and cpies, including thse made n a mbile phne. Yu must nt make any recrdings r images withut the patient s permissin. Standard 4.3: Yu must nly release a patient s infrmatin withut their permissin in exceptinal circumstances In exceptinal circumstances, yu may be justified in releasing cnfidential patient infrmatin withut their cnsent if ding s is in the best interests f the public r the patient. This culd happen if a patient puts their wn safety r that f thers at serius risk, r if infrmatin abut a patient culd be imprtant in preventing r detecting a serius crime. If yu believe that revealing infrmatin abut a patient is in the best interests f the public r the patient yu shuld first try t get the patient s permissin t release the infrmatin. Yu shuld d everything yu can t encurage the patient t either release the infrmatin themselves r t give yu permissin t d s. Yu must dcument the effrts yu have made t btain cnsent in the patient s ntes If btaining cnsent frm a patient t the release f their infrmatin in the public interest is nt practical r apprpriate, r if the patient will nt give their permissin, yu shuld get advice frm yur defence rganisatin r prfessinal assciatin befre yu release the infrmatin If yu have infrmatin that a patient is r culd be at risk f significant harm, r yu suspect that a patient is a victim f abuse, yu must infrm the apprpriate scial care agencies r the plice. See ur website fr further guidance Yu can be rdered by a curt, r yu can be under a statutry duty, t release infrmatin abut a patient withut their permissin. If this happens, yu shuld nly release the minimum amunt f infrmatin necessary t cmply with the curt rder r statutry duty In any circumstance where yu decide t release cnfidential infrmatin, yu must dcument yur reasns and be prepared t explain and justify yur decisin and actins. Standard 4.4: Yu must ensure that patients can have access t their recrds Althugh patients d nt wn their dental recrds, they have the right t access them under Data Prtectin legislatin. If patients ask fr access t their recrds, yu must arrange fr this prmptly, in accrdance with the law In sme circumstances yu can charge patients a fee fr accessing their recrds. The maximum yu can charge depends n whether the recrds are paper cpies Standards fr the Dental Team cmpressed layut June

9 r held electrnically. Yu shuld check the latest guidance issued by yur natinal Infrmatin Cmmissiner s Office. Standard 4.5: Yu must keep patients infrmatin secure at all times, whether yur recrds are held n paper r electrnically ensure that there is an effective written cmplaints prcedure where yu wrk; fllw the cmplaints prcedure at all times; respnd t cmplaints within the time limits set ut in the prcedure; and Yu must make sure that patients infrmatin is nt revealed accidentally and that n-ne has unauthrised access t it by string it securely at all times. Yu must nt leave recrds where they can be seen by ther patients, unauthrised staff r members r the public If yu are sending cnfidential infrmatin, yu shuld use a secure methd. If yu are sending r string cnfidential infrmatin electrnically, yu shuld ensure that it is encrypted If clinical recrds are cmputerised, yu shuld make back-up cpies f clinical recrds, radigraphs and ther images. Principle 5- Have a clear and effective cmplaints prcedure Patient expectatins Patients expect: - Their cncerns r cmplaints t be acknwledged, listened t and dealt with prmptly prvide a cnstructive respnse t the cmplaint Yu shuld make sure that everyne (dental prfessinals, ther staff and patients) knws abut the cmplaints prcedure and understands hw it wrks. If yu are an emplyer, r yu manage a team, yu must ensure that all staff are trained in handling cmplaints If yu wrk fr a practice that prvides NHS (r equivalent health service) treatment, r if yu wrk in a hspital, yu shuld fllw the prcedure set dwn by that rganisatin If yu wrk in private practice, including private practice wned by a dental bdy crprate, yu shuld make sure that it has a prcedure which sets similar standards and time limits t the NHS (r equivalent health service) prcedure Yu shuld make sure that yur cmplaints prcedure: is displayed where patients can see it - patients shuld nt have t ask fr a cpy; Standards Yu must: 5.1 Make sure that there is an effective cmplaints prcedure readily available fr patients t use, and fllw that prcedure at all times 5.2 Respect a patient s right t cmplain 5.3 Give patients wh cmplain a prmpt and cnstructive respnse Standard 5.1: Yu must make sure that there is an effective cmplaints prcedure readily available fr patients t use, and fllw that prcedure at all times It is part f yur respnsibility as a dental prfessinal t deal with cmplaints prperly and prfessinally. Yu must: is clearly written in plain language and is available in ther frmats if needed; is easy fr patients t understand and fllw; prvides infrmatin n ther independent rganisatins that patients can cntact t raise cncerns; allws yu t deal with cmplaints prmptly and efficiently; allws yu t investigate cmplaints in a full and fair way; explains the pssible utcmes; allws infrmatin that can be used t imprve services t pass back t yur practice management r equivalent; and respects patients cnfidentiality. Standards fr the Dental Team cmpressed layut June

10 5.1.6 Cmplaints can be an pprtunity t imprve yur service. Yu shuld analyse any cmplaints that yu receive t help yu imprve the service yu ffer, and share lessns learnt frm cmplaints with all team members Yu shuld keep a written recrd f all cmplaints tgether with yur respnses. This recrd shuld be separate frm yur patient recrds s that patients are nt discuraged frm making a cmplaint. Yu shuld use yur recrd f cmplaints t mnitr yur perfrmance in handling cmplaints and identify any areas that need t be imprved. Standard 5.2: Yu must respect a patient s right t cmplain Yu shuld nt react defensively t cmplaints. Yu shuld listen carefully t patients wh cmplain and invlve them fully in the cmplaints prcess. Yu shuld find ut what utcme patients want frm their cmplaint. Standard 5.3: Yu must give patients wh cmplain a prmpt and cnstructive respnse Yu shuld give the patient a cpy f the cmplaints prcedure when yu acknwledge their cmplaint s that they understand the stages invlved and the timescales Yu shuld deal with cmplaints in a calm and cnstructive way and in line with the cmplaints prcedure Yu shuld aim t reslve cmplaints as efficiently, effectively and plitely as pssible Yu must respnd t cmplaints within the time limits set ut in yur cmplaints prcedure If yu need mre time t investigate a cmplaint, yu shuld tell the patient when yu will respnd If there are exceptinal circumstances which mean that the cmplaint cannt be reslved within the usual timescale, yu shuld give the patient regular updates (at least every 10 days) n prgress Yu shuld try t deal with all the pints raised in the cmplaint and, where pssible, ffer a slutin fr each ne Yu shuld ffer an aplgy and a practical slutin where apprpriate If a cmplaint is justified, yu shuld ffer a fair slutin. This may include ffering t put things right at yur wn expense if yu have made a mistake Yu shuld respnd t the patient in writing, setting ut yur findings and any practical slutins yu are prepared t ffer. Make sure that the letter is clear, deals with the patient s cncerns and is easy fr them t understand If the patient is nt satisfied despite yur best effrts t reslve their cmplaint, yu shuld tell them abut ther avenues that are pen t them, such as the relevant Ombudsman fr health service cmplaints r the Dental Cmplaints Service fr cmplaints abut private dental treatment. Principle 6 - Wrk with clleagues in a way that is in patients best interests Patient expectatins Patients expect: - T be fully infrmed f the different rles f the dental prfessinals invlved in their care - That members f the dental team will wrk effectively tgether. Standards Yu must: 6.1 Wrk effectively with yur clleagues and cntribute t gd teamwrk. 6.2 Be apprpriately supprted when treating patients 6.3 Delegate and refer apprpriately and effectively 6.4 Only accept a referral r delegatin if yu are trained and cmpetent t carry ut the treatment and yu believe that what yu are being asked t d is apprpriate fr the patient 6.5 Cmmunicate clearly and effectively with ther team members and clleagues in the interests f patients 6.6 Demnstrate effective management and leadership skills if yu manage a team Standard 6.1: Yu must wrk effectively with yur clleagues and cntribute t gd teamwrk. Standards fr the Dental Team cmpressed layut June

11 6.1.1 Yu shuld ensure that any team yu are invlved in wrks tgether t prvide apprpriate dental care fr yur patients Yu must treat clleagues fairly and with respect, in all situatins and all frms f interactin and cmmunicatin. Yu must nt bully, harass, r unfairly discriminate against them Yu must treat clleagues fairly in all financial transactins Yu must value and respect the cntributin f all team members Yu must ensure that patients are fully infrmed f the names and rles f the dental prfessinals invlved in their care As a registered dental prfessinal, yu culd be held respnsible fr the actins f any member f yur team wh des nt have t register with the GDC (fr example, receptinists, practice managers r labratry assistants). Yu shuld ensure that they are apprpriately trained and cmpetent. Standard 6.2: Yu must be apprpriately supprted when treating patients Yu must nt prvide treatment if yu feel that the circumstances make it unsafe fr patients Yu shuld wrk with anther apprpriately trained member f the dental team at all times when treating patients in a dental setting. The nly circumstances in which this des nt apply are when: treating patients in an ut f hurs emergency, prviding treatment as part f a public health prgramme, r there are exceptinal circumstances. Exceptinal circumstances are unavidable circumstances which are nt rutine and culd nt have been freseen. Absences due t leave r training are nt exceptinal circumstances If there are exceptinal circumstances which mean yu cannt wrk with an apprpriately trained member f the dental team when treating a patient in a dental setting, yu must assess the pssible risk t the patient f cntinuing treatment If yu are prviding treatment in a hspital setting yu shuld be supprted by a GDC registrant r a registrant f anther healthcare regulatr If yu are prviding treatment in a care r dmiciliary setting yu shuld be supprted by a GDC registrant r an apprpriately trained care prfessinal Medical emergencies can happen at any time. Yu must make sure that there is at least ne ther persn available within the wrking envirnment t deal with medical emergencies when yu are treating patients. In exceptinal circumstances the secnd persn culd be a receptinist r a persn accmpanying the patient. Standard 6.3: Yu must delegate and refer apprpriately and effectively Yu can delegate the respnsibility fr a task but nt the accuntability. This means that, althugh yu can ask smene t carry ut a task fr yu, yu culd still be held accuntable if smething ges wrng. Yu shuld nly delegate r refer t anther member f the team if yu are cnfident that they have been trained and are bth cmpetent and indemnified t d what yu are asking. Fr mre infrmatin, see the Scpe f Practice dcument If yu delegate a task t anther member f the team wh des nt feel that they are trained r cmpetent t carry it ut, yu must nt take advantage f yur psitin by pressurising them int accepting the task Yu shuld refer patients n if the treatment required is utside yur scpe f practice r cmpetence. Yu shuld be clear abut the prcedure fr ding this If yu ask a clleague t prvide treatment, a dental appliance, r clinical advice fr a patient, yu shuld make yur request clear and give yur clleague all the infrmatin they need If yu need t refer a patient t smene else fr treatment, yu must explain the referral prcess t the patient and make sure that it is recrded in their ntes. Standard 6.4: Yu must nly accept a referral r delegatin if yu are trained and cmpetent t carry ut the treatment and yu believe that what yu are being asked t d is apprpriate fr the patient If a clleague asks yu t prvide treatment, a dental appliance, r clinical advice fr a patient, yu must ensure that yu are clear abut what yu are being asked t d and that yu have the knwledge and skills t d it If yu d nt think that what yu have been asked t d is apprpriate, yu shuld discuss this with the clleague wh asked yu t d it. Standards fr the Dental Team cmpressed layut June

12 Yu shuld nly g ahead if yu are satisfied that what yu have been asked t d is apprpriate. If yu are nt sure, yu shuld seek advice frm yur prfessinal assciatin r defence rganisatin. Standard 6.5: Yu must cmmunicate clearly and effectively with ther team members and clleagues in the interests f patients Medical emergencies can happen at any time in a dental practice. Yu must make sure that: there are arrangements fr at least tw peple t be available within the wrking envirnment t deal with medical emergencies when treatment is planned t take place; Yu shuld dcument any discussins yu have with clleagues abut a patient s treatment, including any decisins yu have reached r changed, in that patient s ntes. Standard 6.6: Yu must demnstrate effective management and leadership skills if yu manage a team all members f staff, including thse nt registered with the GDC, knw their rle if there is a medical emergency; and all members f staff wh might be invlved in dealing with a medical emergency are trained and prepared t d s at any time, and practise tgether regularly in a simulated emergency s they knw exactly what t d Yu shuld make sure that all team members, including thse nt registered with the GDC, have: a prper inductin when they first jin the team; perfrmance management, including regular appraisals; pprtunities t learn and develp; a hygienic and safe wrking envirnment; a wrk envirnment that is nt discriminatry; pprtunities t prvide feedback; and a way t raise cncerns Yu shuld make sure that relevant team members are apprpriately registered with the GDC r anther healthcare regulatr, apprpriately in-training t be registered with the GDC r anther healthcare regulatr and that thse wh are registered with the GDC are als indemnified Yu shuld encurage all team members, including thse nt registered with the GDC, t fllw the guidance in this dcument, as well as fllwing it yurself Yu shuld ensure yur team has: Yu shuld ensure that all the members f yur team understand their rles and respnsibilities, including what decisins and actins have, and have nt, been delegated t them Yu shuld discuss all new plicies and prcedures with yur clleagues s that everybdy understands them and make sure that all team members are aware f their respnsibility t cmply with them Yu shuld display infrmatin abut the members f yur team (including their registratin number where apprpriate), in an area where it can be easily seen by patients Yu shuld display the fllwing infrmatin in an area where it can be easily seen by patients: gd leadership; clear, shared aims; and an understanding f their rles and respnsibilities. the fact that yu are regulated by the GDC Yu shuld make sure that yu cmmunicate regularly with all members f the team and that all members f the team are invlved and included as apprpriate Yu must encurage, supprt and facilitate the cntinuing prfessinal develpment (CPD) f yur dental team. the nine principles cntained in this dcument. Standards fr the Dental Team cmpressed layut June

13 Principle 7 Maintain, develp and wrk within yur prfessinal knwledge and skills Patient expectatins Patients expect - T receive gd quality care - That all members f the dental team: Standards Yu must: are apprpriately trained and qualified; keep their skills up t date; knw their limits and refer patients as apprpriate; and wrk within current laws and regulatins. 7.1 Prvide gd quality care based n current evidence and authritative guidance 7.2 Wrk within yur knwledge, skills, prfessinal cmpetence and abilities 7.3 Update and develp yur prfessinal knwledge and skills thrughut yur wrking life Standard 7.1: Yu must prvide gd quality care based n current evidence and authritative guidance Yu must find ut abut current evidence and best practice which affect yur wrk, premises, equipment and business and fllw them If yu deviate frm established practice and guidance, yu shuld recrd the reasns why and be able t justify yur decisin. Standard 7.2: Yu must wrk within yur knwledge, skills, prfessinal cmpetence and abilities Yu must nly carry ut a task r a type f treatment if yu are apprpriately trained, cmpetent, cnfident and indemnified. Training can take many different frms. Yu must be sure that yu have undertaken training which is apprpriate fr yu and equips yu with the apprpriate knwledge and skills t perfrm a task safely Yu shuld nly deliver treatment and care if yu are cnfident that yu have had the necessary training and are cmpetent t d s. If yu are nt cnfident t prvide treatment, yu must refer the patient t an apprpriately trained clleague Yu must nly wrk within yur mental and physical capabilities. Standard 7.3: Yu must update and develp yur prfessinal knwledge and skills thrughut yur wrking life Yu must make sure that yu knw hw much cntinuing prfessinal develpment (CPD) activity is required fr yu t maintain yur registratin and that yu carry it ut within the required time Yu shuld take part in activities that maintain update r develp yur knwledge and skills. Yur cntinuing prfessinal develpment (CPD) activity shuld imprve yur practice. Fr mre infrmatin, see the GDC s advice n CPD. Principle 8 Raise cncerns if patients are at risk Patient expectatins Patients expect: - That the dental team will act prmptly t prtect their safety if there are cncerns abut the health, perfrmance r behaviur f a dental prfessinal r the envirnment where treatment is prvided. - That a dental prfessinal will raise any cncerns abut the welfare f vulnerable patients Standards Yu must: 8.1 Always put patients safety first 8.2 Act prmptly if patients r clleagues are at risk and take measures t prtect them Standards fr the Dental Team cmpressed layut June

14 8.3 Make sure if yu emply, manage r lead a team that yu encurage and supprt a culture where staff can raise cncerns penly and withut fear f reprisal. 8.4 Make sure if yu emply, manage r lead a team that there is an effective prcedure in place fr raising cncerns, that the prcedure is readily available t all staff and that it is fllwed at all times 8.5 Take apprpriate actin if yu have cncerns abut the pssible abuse f children r vulnerable adults Standard 8.1: Yu must always put patients safety first Yu must raise any cncern that patients might be at risk due t: the health, behaviur r prfessinal perfrmance f a clleague; any aspect f the envirnment where treatment is prvided; r smene asking yu t d smething that yu think cnflicts with yur duties t put patients interests first and act t prtect them. Yu must raise a cncern even if yu are nt in a psitin t cntrl r influence yur wrking envirnment. Yur duty t raise cncerns verrides any persnal and prfessinal lyalties r cncerns yu might have (fr example, seeming dislyal r being treated differently by yur clleagues r managers) Yu shuld nt have t prve yur cncern fr it t be investigated. If the investigatin shws that there was n prblem, the fact that yu raised the cncern shuld nt be held against yu as lng as yu were justified in raising the cncern. Remember that yu must put patients interests first and act t prtect them. If yu fail t d s by nt raising a cncern, yur wn registratin culd be at risk Where pssible, yu shuld raise cncerns first with yur emplyer r manager. Hwever it may nt always be apprpriate r pssible t raise cncerns with them, particularly if they are the surce f yur cncern If it is nt apprpriate t raise yur cncern with yur emplyer r manager, r if they fail t act n yur cncern, yu must raise yur cncerns with yur lcal cmmissiner f health r with the apprpriate bdy frm the fllwing: the Care Quality Cmmissin Healthcare Inspectrate Wales The Regulatin and Quality Imprvement Authrity Healthcare Imprvement Sctland Yu can als get advice frm yur defence rganisatin r prfessinal assciatin If yu think that the public and patients need t be prtected frm a dental prfessinal registered with the GDC, yu must refer yur cncern t us. This may be apprpriate when: Yu must nt enter int any cntract r agreement with yur emplyer r cntracting bdy which cntains a gagging clause that wuld prevent yu frm raising cncerns abut patient safety r restrict what yu culd say when raising a cncern. Standard 8.2: Yu must act prmptly if patients r clleagues are at risk and take measures t prtect them taking actin at a lcal level is nt practical; r actin at a lcal level has failed; r the prblem is s severe that the GDC clearly needs t be invlved (fr example, issues f indecency, vilence, dishnesty, serius crime r illegal practice); r Yu must act n cncerns prmptly. Acting quickly may mean that pr practice is identified and tackled withut there being a serius risk t patient safety. If yu are nt sure whether the issue that wrries yu amunts t a cncern that yu shuld raise, think abut what might happen in the shrt r lnger term if yu did nt mentin the issue. If in dubt, yu must raise yur cncern. there is a genuine fear f victimisatin r deliberate cncealment; r yu believe a registrant may nt be fit t practise because f his r her health, perfrmance r cnduct Yu must refer cncerns abut ther healthcare prfessinals t the relevant regulatr. Standards fr the Dental Team cmpressed layut June

15 Standard 8.3 Yu must make sure if yu emply, manage r lead a team that yu encurage and supprt a culture where staff can raise cncerns penly and withut fear f reprisal Yu must prmte a culture f penness in the wrkplace s that staff feel able t raise cncerns Yu shuld embed this culture int yur plicies and prcedures, beginning with staff training and inductin Yu shuld encurage all staff, including temprary staff, staff n different sites and lcums, t raise cncerns abut the safety f patients, including the risks that may be psed by clleagues, premises, equipment r practice plicies Yu must nt ffer staff cntracts which cntain a gagging clause that wuld prevent them frm raising cncerns abut patient safety r restrict what they culd say when raising a cncern. Standard 8.4: Yu must make sure if yu emply, manage r lead a team, that there is an effective prcedure in place fr raising cncerns, that the prcedure is readily available t all staff and that it is fllwed at all times Yu must make sure there are written prcedures in place t enable staff members t raise cncerns. This means: keep the staff member wh raised the cncern advised f prgress, explaining any actin taken r reasns fr nt taking actin; and ensure that yu mnitr the actin yu take t slve the prblem. Standard 8.5: Yu must take apprpriate actin if yu have cncerns abut the pssible abuse f children r vulnerable adults Yu must raise any cncerns yu may have abut the pssible abuse r neglect f children r vulnerable adults. Yu must knw wh t cntact fr further advice and hw t refer cncerns t an apprpriate authrity such as yur lcal scial services department Yu must find ut abut lcal prcedures fr the prtectin f children and vulnerable adults. Yu must fllw these prcedures if yu suspect that a child r vulnerable adult might be at risk because f abuse r neglect. See ur website fr further infrmatin. Principle 9 Make sure yur persnal behaviur maintains patients cnfidence in yu and the dental prfessin Patient expectatins Patients expect: being aware f and adhering t current laws and regulatins; supprting staff members wh raise cncerns; taking steps t tackle any shrtfalls in the standards and perfrmance f staff; and having systems in place fr supprting staff wh may be having prblems with their health, behaviur r prfessinal perfrmance. - That all members f the dental team will maintain apprpriate persnal and prfessinal behaviur - That they can trust and have cnfidence in yu as a dental prfessinal - That they can trust and have cnfidence in the dental prfessin Standards When a member f yur team has raised a cncern, yu must: Yu must: take the cncerns seriusly; maintain cnfidentiality when apprpriate; investigate prmptly and prperly and make an unbiased assessment f the cncern; 9.1 Ensure that yur cnduct, bth at wrk and in yur persnal life, justifies patients trust in yu and the public s trust in the dental prfessin 9.2 Prtect patients and clleagues frm risks psed by yur health, cnduct r perfrmance 9.3 Infrm the GDC if yu are subject t criminal prceedings r a regulatry finding is made against yu anywhere in the wrld Standards fr the Dental Team cmpressed layut June