Role of a Dental Nurse
Unit 313 AC 678 Range 4c
Principles of Practice
9 principles which are set out in the Standards for the dental team
Complaints regarding Dental Care Professionals
Between 1 January 2014 and the end of July 2014 we received ?????? complaints about dental professionals. This compares to ?????? for the same period in 2013 and ??????? in 2012
What do you think are the missing data figures????
Complaints regarding Dental Care Professionals
Between 1 January 2014 and the end of July 2014 we received 1743 complaints about dental professionals. This compares to 1618 for the same period in 2013 and 1215 in 2012
Task:
In your group identify at least five instances in which you have put patients interests before your own
How standards can be applied
Put interests first before own, colleagues or organisation
Follow these principles when handling questions and complaints from patients
Work within your own professional competence and physical capabilities
Make and complete accurate patient records including medical history at time of treatment. Make sure patients have easy access to their records
Respect patients right to complain
Make sure able to claim any compensation
If you believe patients may be at risk due to your health or behaviour, take action
Ensure you are aware of child protection procedures
Never accept or ask for payment, gift or hospitality which may affect professional judgement
Do not make claims to mislead patients
Dignity and choices:
Treat patients with respect
Promote patients responsibility regarding their right to make decisions about their body
Promote equal opportunity, do not discriminate against patients
Communicate effectively, explain all options, give full information including costs
Maintain appropriate relationship boundaries
Confidentiality:
Only use information for the purpose it was given
Keep information secure at all times to prevent unauthorised access
Follow guidance if information needs to be released
Task:
What steps do we take to ensure information and data is protected?
Co-operation
Respect others roles in caring for patients
Do not discriminate against team members
Communicate and share knowledge and skills
Maintain competence:
Develop and update your knowledge and skills
Review your knowledge, reflect on it and identify limits
Follow best practice using up-to-date evidence
Find out about laws and regulations which affect your work and ensure you follow them
Be trustworthy:
Always act honestly and fairly to justify trust that patients put in you
Apply these principles to clinical and professional relationships
Maintain appropriate standards of personal behaviour so patients have confidence in you and in the dental profession
Complaints Handling:
Deal properly and professionally with a complaint in line with Practice Policy
Aim to sort out as quickly, effectively and smoothly as possible
Keep a written log
What do patients usually complain about?
Complaints procedure:
Is visible to patients
Easy to use
Respects confidentiality
Provides clearly identified outcomes
Written without complicated language
Allows you to deal with complaints quickly
Ensure all staff are familiar with policy
Task:
In pairs identify how complaints in your practice are handled, ensure all steps are identified and who is involved in the process
Procedure:
Give patient a copy of procedure on initial acknowledgement of complaint, ensuring time scales identified
Possibly notify DDU
Respond in writing or phone as soon as received or send acknowledgement within 3 days if this is not possible
Respond within 10 days to complaint
If claim needs to be investigated update patient every 10 working days
Dealing with the complaint:
Do not be defensive
Handle quickly before escalates
Make sure all points are covered regarding complaint
Offer an apology ( this does not mean you have accepted responsibility)
Offer a fair solution
On closure send a letter explaining solutions
If still not satisfied refer to NHS complaints
Patient consent:
Informed consent
Voluntary decision making
Ability
Informed consent- the patient has enough information to make a decision
Must have received enough information in a way that they need regarding necessity, risks, benefits, long term prognosis, costs (NHS or Private)
Ongoing discussion throughout treatment
Written treatment plan and cost must be given
May involve using written material or visual aids
Provide necessary communication aids to ensure understanding
Give them time to make a decision
Voluntary decision-making
Patient must make decision
Do not pressurise
Respect right to refuse
Even if consent is given may be withdrawn
Clarify if patient agrees to all or only part of a plan
Ability:
Every adult had the right to make their own decisions. If in any doubt consider whether or not the patient understands and can weigh up the information to make a decision.
Contact DDU for up to date guidelines on the law in relation to informed consent for children and those with the possible lack of ability to consent
Child protection and vulnerable adults
Vulnerable adult- ‘a person above the age of 18 who is or may be in need of community services by reason of mental or other disability, age or illness, and is unable to take care of him or herself, or unable to protect him or herself against significant harm or exploitation’
You must raise any concerns about possible abuse or neglect of children or vulnerable adults.
Must be reported to local health authority
Concerns:
DCP’s are likely to observe and identify injuries to the head, neck, eyes, ears teeth and mouth. Other welfare concerns could be bruising, burns, bite marks and eye injury.
‘Child Protection and the Dental Team’ is an educational resource for the dental team and can assist in identifying a concern regarding child abuse or neglect.
Dental technicianDental hygienistDental therapistDental nurseDentistOrthodontic therapistsCleaners
Responsibilities:
Accountable for own actions
Only carry out tasks trained to complete
Always make sure another team member with you in case of medical emergency
Raise concerns if patients put at risk by action of another team member (‘whistle blowing)
Exchange information
Ensure training is updated and recorded
Additional skills that can be developed:
Oral health education and promotion
Conscious sedation
Special needs
Radiography
Shade taking
Intra-oral photography
Placing rubber dam
Recording plaque indices
Removing sutures
Applying fluoride varnish