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Patient expectation:

 To be able to explain preferences or concerns to a professional who will listen and take all information into consideration.

 To be able to express their cultures and values within the practice and be respected as an individual.

 That all professionals will work honestly and with integrity.

 To receive treatment from a plan that has been created for the individual in accordance with the patient's health and wellbeing.

 That the environment is clean and safe.

 To be able to access the practice by reasonable adjustment if the patient has a disability.

 That financial gain will not be the top priority and the patient's needs will always be put first.

 If any harm is suffered during dental treatment, then the staff will redress this.

 That any pain or anxiety that could be experienced will be managed as required.

The following information has been extracted from the GDC Standards for the Dental Team document.

Standard 1.1 Listen to your patients

1.1.1 You must provide the patient with a full discussion on the treatment options and listen carefully to anything the patient may disclose. Welcome questions from the patient.

Standard 1.2 Treat every patient with dignity and respect at all times

1.2.1 Your body language and tone of voice should be considered on how it may be perceived.

1.2.2 You should take patients' preferences into account and be sensitive to their individual needs and values.

1.2.3 You must treat patients with kindness and compassion.

1.2.4 You should manage patients' dental pain and anxiety appropriately, to ensure the comfort of the patient being treated.

Standard 1.3 Be honest and act with integrity

1.3.1 You must justify the trust that patients, the public, and your colleagues place in you by always acting honestly and fairly in your dealings with them. This applies to any business or education activities in which you are involved as well as to your professional dealings.

1.3.2 You must make sure you do not bring the profession to disrepute.

1.3.3 You must make sure that any advertising, promotional material, or other information that you produce is accurate and not misleading and complies with the GDC's guidance on ethical advertising.

Standard 1.4 Take a holistic and preventative approach to patient care which is appropriate to the individual patient

1.4.1 A holistic approach means you must take account of patients' overall health, their psychological, and social needs, their long term oral health needs, and their desired outcomes.

1.4.2 You must provide patients with treatment that is in their best interests, providing appropriate oral health advice and following clinical guidelines relevant to their situation. You may need to balance their oral health needs with their desired outcomes. If their desired outcome is not achievable or is not in the best interests of their oral health, you must explain the risks, benefits, and likely outcomes to help them to make a decision.

Standard 1.5 Treat patients in a hygienic and safe environment

1.5.1 You must find out about the laws and regulations which apply to your clinical practice, your premises, and your obligations as an employer and you must follow them at all times. This will include (but is not limited to) legislation relating to:

 the disposal of clinical and other hazardous waste

 radiography

 health and safety

 decontamination

 medical devices.

1.5.2 You must make sure that you have all necessary vaccinations and follow guidance relating to blood‐borne viruses.

1.5.3 You must follow the guidance on medical emergencies and training updates issued by the Resuscitation Council (UK).

1.5.4 You must record all patient safety incidents and report them promptly to the appropriate national body.

Standard 1.6 Treat patients fairly, as individuals, and without discrimination

1.6.1 You must not discriminate against patients on the grounds of:

 age

 disability

 gender reassignment

 marriage and civil partnership

 pregnancy and maternity

 race

 religion or belief

 sex

 sexual orientation.

You must also ensure that you do not discriminate against patients or groups of patients for any other reasons such as nationality, special needs, health, lifestyle, or any other consideration.

1.6.2 You must be aware of and adhere to all your responsibilities as set out in relevant equalities legislation.

1.6.3 You must consider patients' disabilities and make reasonable adjustments to allow them to receive care which meets their needs. If you cannot make reasonable adjustments to treat a patient safely, you should consider referring them to a colleague.

1.6.4 You must not express your personal beliefs (including political, religious, or moral beliefs) to patients in any way that exploits their vulnerability or could cause them distress.

Standard 1.7 Put patients’ interest before your own boss or those of any colleague, business, or organisation.

1.7.1 You must always put your patients' interests before any financial, personal, or other gain.

1.7.2 If you work in a practice that provides both NHS (or equivalent health service) and private treatment (a mixed practice), you must make clear to your patients which treatments can be provided under the NHS (or equivalent health service) and which can only be provided on a private basis.

1.7.3 You must not mislead patients into believing that treatments which are available on the NHS (or equivalent health service) can only be provided privately. If you work in a purely private practice, you should make sure that patients know this before they attend for treatment.

1.7.4 If you work in a mixed practice, you must not pressurise patients into having private treatment if it is available to them under the NHS (or equivalent health service) and they would prefer to have it under the NHS (or equivalent health service).

1.7.5 You must refuse any gifts, payment, or hospitality if accepting them could affect, or could appear to affect, your professional judgement.

1.7.6 When you are referring patients to another member of the dental team, you must make sure that the referral is made in the patients' best interests rather than for your own, or another team member's, financial gain or benefit.

1.7.7 If you believe that patients might be at risk because of your health, behaviour, or professional performance or that of a colleague, or because of any aspect of the clinical environment, you must take prompt and appropriate action.

1.7.8 In rare circumstances, the trust between you and a patient may break down, and you may find it necessary to end the professional relationship. You should not stop providing a service to a patient solely because of a complaint the patient has made about you or your team. Before you end a professional relationship with a patient, you must be satisfied that your decision is fair and you must be able to justify your decision. You should write to the patient to tell them your decision and your reasons for it. You should take steps to ensure that arrangements are made promptly for the continuing care of the patient.

Standard 1.8 Have appropriate arrangement in place for patients to seek compensation if they suffer harm

1.8.1 You must have appropriate insurance or indemnity in place to make sure your patients can claim any compensation to which they may be entitled.

1.8.2 You should ensure that you keep to the terms and conditions of your insurance or indemnity and contact the provider as soon as possible when a claim is made. A delay in contacting the provider could disadvantage patients and may affect the level of help you receive from the provider.

Standard 1.9 Find out about laws and regulations that affect your work and follow them.

1.9.1 You must find out about, and follow, laws and regulations affecting your work. This includes, but is not limited to, those relating to:

 data protection

 employment

 human rights and equality

 registration with other regulatory bodies.