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.

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