1. Role of a Dental Nurse Unit 313 AC 678 Range 4c

2. Principles of Practice 9 principles which are set out in the Standards for the dental team

3. 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????

4. 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

6. Task: In your group identify at least five instances in which you have put patients interests before your own

7. 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

8. 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

9. 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

10. Task: What steps do we take to ensure information and data is protected?

11. Co-operation  Respect others roles in caring for patients  Do not discriminate against team members  Communicate and share knowledge and skills

12. 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

13. 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

14. 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

15. What do patients usually complain about?

16. 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

17. Task: In pairs identify how complaints in your practice are handled, ensure all steps are identified and who is involved in the process

18. 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

19. 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

20. Patient consent:  Informed consent  Voluntary decision making  Ability

21. 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

22. 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

23. 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

24. 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

25. 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.

26. Dental technician Dental hygienist Dental therapist Dental nurse Dentist Orthodontic therapists Cleaners

27. 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

28. 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