Dental Clinical Audit 6. Patient Satisfaction Audit (only one dentist per practice to complete this audit per year)

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1 SOUTH WEST CLINICAL AUDIT AND PEER REVIEW ASSESSMENT PANEL Dental Clinical Audit (only one dentist per practice to complete this audit per year) CAP ref: Audit start date: Completion date: Panel member contact: Bernard Jones - Dental Clinical Audit report (tick) check list All sections need to be completed and included when returning your report: 1. Completed Data capture sheet with percentages (pages 4) 2. Completed information on audit findings (page 5) 3. NHS England Area Team Mandatory page: Aims & Objectives 3.1 NHS England Area Team Mandatory page: Action Plan 3.2 NHS England Area Team Mandatory page: Feedback section (how useful you found the audit) 4. Declaration Tick confirmation box and Date Please note when returning your audit do not include any Dentist, Practice or Patient demographic details Structured Dental Clinical Audit 6. Patient Satisfaction audit Prepared by: Prepared by: South West Clinical Audit & Peer Review Assessment Panel, South West Commissioning Support (SWCS), Mallard Court, Express Park, Bristol Road, Bridgwater, Somerset, TA6 4RN.

2 Aims and Objectives Patient satisfaction surveys are an important component in monitoring your practice's quality of care in relation to costs and services. By understanding and identifying the principle drivers to patient satisfaction (and dissatisfaction), a dental practice can develop improvement programmes in relation to patient expectations and improve the level of care. So the aims are: To monitor your patients perception of the quality of care provided by your practice. To identify the principle drivers to patient satisfaction (and dissatisfaction). And the objective is: To enable the practice to develop programmes to improve the level of care. Patients appreciate being involved and like to think that their voice is being listened to. Method A questionnaire is to be filled out by 100 randomly selected patients following their visit. So that the patients have confidence in their anonymity, they should be supplied with an envelope for their questionnaire. This audit is not designed as a test which has to be passed but as a tool to help identify areas of practice that can be improved. A space has been left for you to add any question that you feel is relevant to your practice. After receiving the completed questionnaires we suggest that you compile a data sheet (an example is attached) so that the results can be easily interpreted. A practice meeting is probably the best way to involve all the staff in deciding whether and what changes should be made. Following the patient survey and analysis write a brief report on the response to each question and describe changes, if any, that your practice made as a consequence of this survey. Send your report including the completed NHS England Area Team Mandatory page to the Panel within 3 months of the start date. This audit is not suitable for more than one dentist to complete in the same practice in the same year. Sources: BDA Website, Clinical Governance in General Dental Practice by R.Rattan, R. Chambers and G. Wakeley. 2

3 Patients Questionnaire We would appreciate your opinion on a number of aspects of our dental practice. We do not want your name and so an envelope is provided to protect your anonymity. Please answer the questions below by placing a circle around the answer that applies to your circumstance. 1. Are you an NHS or private patient? NHS Private Not sure Other Does the practice offer convenient appointment times? Usually Not really Always Never Do you find it easy to contact the practice to Usually Not really Yes No make, change or cancel an appointment? Were you made to feel welcome at reception? If you pay for your options, were the charges fully explained before treatment commenced? Do not pay Were your treatment requirements fully explained? Have you discussed the frequency of your check up with the dentist? Are you aware of the 3 bands of NHS charges? Did the dentist discuss with you how to prevent dental disease? Do you feel confident about your treatment outcomes? Were you kept waiting too long without explanation? Which of the following would improve the waiting room: Yes Up to date magazines No TV on news channel Is the cleanliness of the Practice satisfactory? Are you aware of the Practice complaints procedures? Would you recommend this practice to your friends and family? 3 TV with dental education and information programme Daily quality newspapers

4 CAP Ref: Completed Patients Questionnaires Data capture sheet Include percentage within each answer 1. Are you an NHS or private patient? NHS Private Not sure Other Does the practice offer convenient appointment Usually Not really Always Never times? Do you find it easy to contact the practice to Usually Not really Yes No make, change or cancel an appointment? Were you made to feel welcome at reception? Yes No Not sure If you pay for your options, were the charges fully explained before treatment commenced? Yes No Not sure Do not pay Were your treatment requirements fully Yes No Not sure explained? Have you discussed the frequency of your check Yes No Not sure up with the dentist? Are you aware of the 3 bands of NHS charges? Yes No Not sure Did the dentist discuss with you how to prevent dental disease? Yes No Not sure Do you feel confident about your treatment outcomes? Yes No Not sure Were you kept waiting too long without Yes No explanation? Which of the following would improve the waiting Up to date TV on news TV with dental education room: magazines channel and information programme Is the cleanliness of the Practice satisfactory? Yes No Not sure Are you aware of the Practice complaints procedures? Would you recommend this practice to your friends and family? Yes No Not sure Yes No Not sure 4 Daily quality newspapers

5 CAP Ref: Audit findings Discuss the audit findings of each response from the Patient s Questionnaires with your colleagues and team members and decide on any necessary actions. Questions: 1. Are you an NHS or private patient? 2. Does the practice offer convenient appointment times? 3. Do you find it easy to contact the practice to make, change or cancel an appointment? 4. Were you made to feel welcome at reception? 5. If you pay for your options, were the charges fully explained before treatment commenced? 6. Were your treatment requirements fully explained? 7. Have you discussed the frequency of your check up with the dentist? 8. Are you aware of the 3 bands of NHS charges? 9. Did the dentist discuss with you how to prevent dental disease? 10. Do you feel confident about your treatment outcomes? 11. Were you kept waiting too long without explanation? 12. Which of the following would improve the waiting room: 13 Is the cleanliness of the Practice satisfactory? 14 Are you aware of the Practice complaints procedures? 15 Would you recommend this practice to your friends and family? 5

6 NHS ENGLAND AREA TEAM MANDATORY PAGE CAP Ref: South West Clinical Audit and Peer Review Assessment Panel Please complete this mandatory page as part of you Clinical Audit Activity, which will be sent anonymously to your NHS England Area Team. Clinical Audit of Patient Satisfaction Audit feedback: Were the following AIMS & OBJECTIVES ACHIEVED Yes No Were the AIMS met? They were: To monitor your patients perception of the quality of care provided by your practice. To identify the principle drivers to patient satisfaction (and dissatisfaction). Was the objective met? It was: To enable the practice to develop programmes to improve the level of care. Action Plan to include changes implemented as a result of your Clinical Audit: How useful did you find this Dental Clinical Audit? Please circle one of the following: No use Useful Very Useful Any comments on this Structured Dental Clinical Audit especially if you ticked no use: For Panel use only: Approved Not Approved 6

7 CAP ref: 6. Patients Satisfaction Audit The results of your audit will be recorded by the Panel who will feedback the overall findings for the area to yourself and the NHS England Area Team in an anonymous form. This will enable the NHS England Area Team to identify any areas that need support and enable you to compare your results with those of your local colleagues. Please return all the information in your report as detailed below within three months of the start date (If you would like longer than 3 months to complete your audit please contact Jackie). Dental Clinical Audit report check list All sections need to be completed and included when returning your report: 1. Completed Data capture sheet with percentages (pages 4) 2. Completed information on audit findings (page 5) 3. NHS England Area Team Mandatory page: Aims & Objectives 3.1 NHS England Area Team Mandatory page: Action Plan 3.2 NHS England Area Team Mandatory page: Feedback section (how useful you found the audit) 4. Declaration Tick confirmation box and Date Please note: a copy of your completed Dental Clinical Audit should be retained by the practice as part of your practice clinical governance portfolio. Your NHS England Area Team may wish to examine your audit during any Clinical Governance practice inspections that may take place. I confirm that I have completed the enclosed Dental Clinical Audit activity Date: Please your completed Dental Clinical Audit to Jackie Derrick at: *Permission to reproduce any of the South West Clinical Audit & Peer Review Assessment Panel Structured Dental Clinical Audits will need to be obtained from the Panel. 7

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