Vulnerable Consumer Policy

The purpose of this policy is to ensure that vulnerable consumers, such as children, elderly patients, those with disabilities, and individuals experiencing mental health issues, receive the highest standard of care, protection, and respect. This policy provides guidelines for dental professionals to identify and accommodate the needs of vulnerable patients, ensuring their safety, dignity, and well-being at all times.

This policy applies to all staff, contractors, and volunteers working within the dental practice who interact with vulnerable consumers. This includes dental professionals, administrative staff, support staff, and receptionists.

Vulnerable consumers include individuals who are more likely to experience disadvantage, exploitation, or harm due to age, disability, illness, mental health conditions, language barriers, or other factors. This may include:

• Children and young people
• Elderly individuals
• Patients with physical or intellectual disabilities
• Patients with mental health conditions
• Patients experiencing domestic abuse or financial hardship

Individuals who have difficulty understanding their dental care or treatment options due to language barriers, cognitive impairments, etc.

The following principles will guide the dental practice in its treatment of vulnerable consumers:

• Respect and Dignity: Every patient, regardless of their background or condition, will be treated with the utmost respect and dignity.
• Patient-Centred Care: Services will be tailored to meet the individual needs of vulnerable patients, and their preferences and concerns will be prioritised.
• Confidentiality: All patient information will be kept confidential in line with legal and regulatory requirements.
• Clear Communication: Efforts will be made to ensure that patients fully understand their treatment options, including using plain language and accessible formats for those who need extra support.
• Support and Advocacy: Vulnerable patients will be provided with support, including the option to bring a family member, friend, or advocate to appointments.

• Identifying Vulnerable Consumers: All staff should be trained to identify signs of vulnerability and understand the potential barriers vulnerable consumers may face when seeking care.
• Providing Extra Support: Staff should take extra care in explaining treatment plans, procedures, and financial options to vulnerable consumers. Where necessary, additional assistance should be provided, such as a support person or interpreter.
• Adjusting Treatment Plans: Treatment should be adjusted according to the patient's specific needs. This may involve extended appointment times, offering sedation or pain management options, or accommodating any special physical or mental health needs.
• Reporting Concerns: If staff have concerns about the safety or well-being of a vulnerable patient, they should report these concerns to the practice’s designated safeguarding officer.

• Safe Environment: A safe and supportive environment will be maintained at all times. Any patient who is at risk of harm, abuse, or neglect will be promptly reported to the appropriate authorities.
• Regular Training: All staff will receive regular training in safeguarding, including how to identify and respond to signs of abuse or neglect, and how to support patients with specific needs.
• Patient Consent: Consent must always be obtained from the vulnerable consumer or their legal guardian/representative before any treatment begins. If a patient is unable to provide consent, a legally authorised representative will be involved in decision-making.

• Children and Adolescents: Parents/guardians will be involved in all aspects of the care process, ensuring children understand their treatment in an age-appropriate manner. Written consent from a guardian is required for all treatments.
• Elderly Patients: Elderly patients may require additional time for consultations, and dental professionals should ensure they understand all aspects of their care. Support with mobility and transportation may be offered.
• Patients with Disabilities: The dental practice will make necessary accommodations to ensure access to care, including physical accommodations (e.g., wheelchair access), as well as offering assistance with communication if needed (e.g., sign language interpreters).
• Patients with Mental Health Conditions: Patients with mental health conditions may require additional support in terms of treatment planning, communication, and follow-up care.

All staff will undergo training on:

• Identifying and understanding the needs of vulnerable consumers.
• Communication strategies for patients with different vulnerabilities.
• Safeguarding and mandatory reporting of any concerns related to vulnerable patients.
• Adapting treatment and care for vulnerable patients.
• Providing respectful and inclusive care to people from diverse backgrounds.

This policy will be reviewed annually to ensure it remains relevant and effective in protecting vulnerable consumers. Feedback from patients and staff will be considered during the review process.

If you are a vulnerable consumer or are concerned about the care of someone who may be vulnerable, please contact Greenside Dental Care at 01274 851582 or [email protected] for assistance.