Customer finds ‘human tooth’ inside fast-food chip

After visiting McDonald’s Waterlooville branch in Hampshire, Danielle Bailey tells Portsmouth’s daily newspaper, The News she was left “disgusted” after finding what looked like a human tooth inside a chip.

Danielle Bailey said “I had ordered a quarter pounder meal with chips and a drink and while eating I noticed something glistening in the chip I had picked up.”

After speaking to the manager of the McDonalds branch, she was informed it would be sent for testing. She later rung the head office to confirm further action would be taken.

Danielle said: “I received £15 worth of vouchers but I had been given no evidence that there was an investigation”.

“This could be a health and safety risk in their factory and this could be in someone else’s food as well,” adds Danielle.

A McDonalds spokesperson said: “We were sorry to hear about this customer experience.

“Food safety is of the utmost importance to us and we place great emphasis on quality control and follow rigorous standards to avoid any imperfections.”

‘Having been examined and due to production methods of our fries, we do not believe this to have been a tooth.’

For the full story, please visit The News 

Further changes in enhanced CPD scheme 2018

The GDC has made changes to the CPD scheme for dental care professionals which came into effect from 1 January 2018.
New support materials for dental professionals on enhanced CPD are now available on the GDC’s website.

Required hours
Changes have been made to the requirements for the number of hours. There will no longer be a need to record non-verifiable CPD.

Many registrants will now have to do more verifiable CPD:
Dentists a minimum 100 hours per five-year cycle (currently 75)
Hygienists, therapists, clinical dental technicians and orthodontic therapists to 75 hours per cycle (currently 50) Dental nurses and technicians, it will remain at 50 hours per cycle

Declarations
All registrants will be required by law to make an annual declaration of the hours they have undertaken (up to now, the declaration was a recommended procedure). The most straightforward way to do this will be through the e-GDC webpage.
Another new requirement is that registrants will not be able to make declarations of zero hours in two consecutive years. And in any two consecutive years, a minimum of ten hours will have to be done. So, if you make a declaration of zero hours in one year, you must do at least 10 hours the following year.

CPD log
You will need to keep a formal log of the CPD you have done. It should list the date, title and number of hours done; it will also have to say which of the four formal GDC learning outcomes it relates to.

These outcomes are defined by the GDC and cover:
A – Communication. This relates to effective communication with patients, team members and others such as NHS officials, suppliers or academics. It might include consent, dealing with complaints or whistleblowing

B – Management. This covers how you manage your own work and your interaction with colleagues whether as a team leader or team member. Learning should focus on how management can be effective, constructive and put the interests of patients first
C – Knowledge. Ensuring that you maintain and develop your knowledge and related skills within your field of practice
D – Skills. Maintaining your skills and how you show this to patients so that they have confidence in your work and the profession at large.
Your log will have to list the relevant letter or letters for the outcome A-D that your CPD covered.

Personal development plan
The use of the personal development plan (PDP) is now a formal, mandatory requirement. PDPs are intended allow you to plan what you want to cover in your CPD in a more formal way and to allow you to reflect on what you have learned (see the next point).
As part of the renewal process, each registrant will make a formal declaration that they are using a PDP, though there will be no requirement to send in the PDP as part of registration renewal. It may, however, be required for audit purposes at some stage.

Reflection
You will be asked to reflect on what you have learned through your CPD activities. This will include how if at all, you have changed your practice as a result.
The GDC, however, does not intend to be prescriptive on how you reflect upon your CPD or indeed how it is recorded. Further guidance is available on the GDC’s website.

What stays the same?
Your CPD cycle stays the same. It has not been re-set at the beginning of 2018. So, dentists who finished their current CPD cycle in December 2017 simply started on the new scheme on 1 January 2018.
Any dentists who are at other stages of their cycle are now part of a transition scheme whereby the declaration they will have to do at the end of their five years will be for some hours undertaken in the old scheme and some in the new.
This sounds complicated and we believe that it might be. The GDC has guidance on this and a transition tool.
They have also said that, from 2018, e-GDC will be providing the relevant calculations directly to every registrant when logging on.

Recommended core subjects
The recommended subjects that have been in place since 2007 (with small changes) will remain as recommendations. Many of them, of course, you might have to do to comply with other requirements – for example, rules on medical emergencies, radiological protection or safeguarding.

How to handle complaints

Lisa Bainham of ADAM has some top tips…

PATIENT complaints will probably give us all a few sleepless nights now and again. Of course, the best advice of how to deal with them is to not get them in the first place!
Unfortunately, this is not always possible, but by following some tried and tested guidance, you can be more prepared and ensure that your entire team have the skills and knowledge to deal with them with ease and skill, and learn how to prevent them.
Response Principles
Initial reactions can influence whether a minor grievance or comment can progress into an official complaint. Rember to REACH: (show Recognition, Empathy,
Action; Compensation; Honesty).
Team Training
You must ensure that you have the correct procedures in place and ready. There should be an action plan and the whole team from receptionist to Prinicpal has to be aware of these policies and procedures. You also require a designated area agreed to discuss issues with patients. There are three key skill areas that the team should have when it comes to dealing with complaints:
1. Non Verbal Skills:
• Be friendly and be aware of your body language
• Be confident – people expressing complaints like to feel they are talking to someone with authority
• Provide reassurance that you are listening and being attentive – do not glance at the clock!
2. Listening Skills
• Show a need to listen – react to words
• Forgive and ignore annoying/rude mannerisms
• Stay cool – don’t interrupt
• Take notes but don’t let this show you are not paying attention
• Remove barriers such as noise, interruptions, jargon and clarify anything you are not clear about. Don’t jump to conclusions and don’t provide answers you are not 100 per cent sure about
3. Verbal Skills
• Tone of voice/Pitch
• Speech speed and adaption
• Emphasise effect
• Speak clearly and precisely
• Avoid statements such as “no one else has complained before” or “I can’t understand that.”
• Never imply that you do not believe someone is being truthful
Show active listening by repeating what they are saying
By far the best form of prevention is to be continuously gaining feedback on all areas, including clinical, reception based and all round customer service. Ensure your team are well led, by introducing policies and procedures to recognise any problems that can occur, and communicate with the rest of the team improvement strategies to pinpoint any areas that may result in a grievance or complaint.
How have they complained?
Most dental software providers will have their own version that allows you to gather digital feedback from your patients. You need to be vigilant and regularly reading reviews. When gaining feedback through Google or Facebook for example, remember this does sometimes flag up those pesky potential complaints – ensure you respond well, always bear in mind your confidentiality policies and that you are responding not just to that patient but for everyone to see. Turn the negatives into a positive!
In-practice written questionnaires using simple star systems that allow comments to reflect their star ratings can be useful, or use an anonymous comments box or have specific staff hand them out to patients. Again, it’s important that patients see the whole team, including the dentists asking for their feedback – allow patients to take them home if they prefer and give them a return envelope as it’s much more likely to come back to you if provided.
Simple questions/chatting with patients is often welcomed. ”How was that for you today?” should be a standard enquiry. Be friendly and open and don’t apply pressure! Ask if it’s ok for you to make a note of any comments and explain why you want to do so.
If you receive negative feedback please don’t ignore it. Always monitor the various platforms such as Friends and Family/Google/NHS choices/Facebook and respond in a timely and compliant manner.My biggest tip, aside from avoid, avoid, avoid, is to keep complaints local!
In my 20 years’ experience as a practice manager, there have been only two complaints that I have not managed to resolve without their being progressed, simply by having a face-to-face with the patient.
If you are able to encourage the patient to come in for a chat and improve your listening, verbal and body language skills, there is a better chance of resolving the issue to your patient’s satisfaction, and reducing the strain on your own time and resources. By using emotional intelligence techniques, being aware of your own personality type and by recognising theirs, you can hopefully help to eradicate or reduce those sleepless nights. n

Excellent content and speakers

“The content of the ClearSmile Inman Aligner training course and delivery from the speakers were both excellent and very relevant.”

Chris Broadbent, Principal of 3A Dental Care in Lancaster, comments on the ClearSmile Inman Aligner training course provided by IAS Academy.

“I had received a lot of requests for anterior alignment orthodontics from patients, which was my motivation for seeking this course. The training was very detailed compared to other courses and I think the ethos of IAS Academy is very good.

“I would recommend the ClearSmile Inman Aligner training to other dentists – it seems to be a very good, well mentored system.”

IAS Academy offers various entry points to anterior alignment orthodontics to suit the needs and experience levels of all GDPs. Training focuses on correct case selection, accurate diagnosis and detailed planning, with on-going support available to all GDPs to ensure their confidence and competence.

For more information on upcoming IAS Academy training courses, including the IAS Inman Aligner,

please visit www.iasortho.com or call 020 8916 2024

Organising your accounts when you’re incorporated

If your practice is incorporated you’ll be required to pay corporation tax at a rate of 19 per cent, amongst things such as business rates and employers’ national insurance. Choosing to be a limited company will also affect the way in which you can pay yourself, as you could choose to subsidise your earnings with dividends.

On top of all that, there’s payroll to contend with each month as well as bookkeeping, which can be time consuming and demanding alongside your other clinical and administrative duties.

However, that doesn’t have to be the case if you choose an experienced accountant to help you. Specialist firm accountants4dentists offers a range of services from bookkeeping and accounts preparation to tax planning, payroll services and more to ease the burden and ensure that you remain compliant.

Combined, the team has nearly 40 years’ experience and takes a hands-on approach to ensure that all clients receive a quality, professional service that is tailored specifically to their needs.

If you’re incorporated and need help with your accounting, call accountants4dentists for advice today.

For more information please call 0845 345 5060 or 0754 DENTIST. Email info@4dentistsgroup.com or visit www.4dentistsgroup.com

Brace Yourself

If you’re looking to offer an advanced orthodontic treatment pathway that isn’t traditional fixed braces, then you need the ClearSmile Brace from the IAS Academy.

Using traditional techniques with new technology to reduce treatment times and improve aesthetics, the ClearSmile Brace is the ideal alternative for any general dental practitioner.

To get started, you simply need to complete the hands-on course provided by the expert team of IAS Academy trainers, as well as take a multiple-choice questionnaire. Accreditation can then be achieved by submitting five cases via the online support platform.

There are a number of courses held all over the country throughout the year, so if you’d like to become a certified user of the ClearSmile Brace, book on to an upcoming course near you today.

For more information on upcoming IAS Academy training courses, please visit www.iasortho.com or call 020 8916 2024

 

Annual Tony Kilcoyne letter published by Telegraph

Dr Tony Kilcoyne, a dentist from Haworth, West Yorks, has seen the annual letter he  co-ordinates published in this week’s Telegraph. It bears the the signatures of  over 400 dentists and says that urgent action is needed to improve access to dentistry, and prioritise prevention of decay.

Dr Kilcoyne told The Telegraph, “It is a terrible situation when you have got charities looking at Britain and seeing there is a desperate need to provide basic care. This letter is a wake-up call; we are urging Government to act now to improve the state of dentistry, and tackle the inadequacies in our system.”

A spokesman for NHS England said:  “A recent survey of patients showed that when people need an NHS dentist appointment, they are almost always able to get one, and that nearly nine times out of ten their experience is positive.

“We recently launched ‘Starting Well’, a campaign targeted at high need communities to help children under five see their dentist.”

To read the full story click here

Free PHE toolkit for dentists to help parents care for children’s teeth

Dentists can access free resources from Public Health England (PHE) to help make parents more aware of how to look after their children’s teeth.
There are a limited number of ‘Top tips for teeth’ toolkits available, with only one kit being offered per practice, so PHE is advising  practices to place orders as soon as possible (form password is: ttft).
Digital resources are also available for use in dental practices and these include TV screensavers, a short video and a social media toolkit. Resources can be found on the Public Health England Campaign Resource Centre.
The kit forms part of PHE’s updated Change4Life campaign, which includes advice on healthy eating for children, encouraging parents to choose low-calorie snacks and cut down on sugary foods and drinks.

Says PHE “We have been leading on calls for radical action to lower the nation’s sugar intake, with measures ranging from lowering the recommended daily allowance, through to action on marketing, labelling, and sales taxes, to prevent tooth decay.”

Family win five-figure sum after hospital’s patient-denture failure

The family of a grandmother who died in hospital after staff failed to act upon her missing bottom denture have received a five-figure payout.
Lilian Hugill, who had previously survived cancer, was admitted to York Hospital with a bladder infection, but later died after staff wrongly gave her the sandwich rather than soft food.
According to The Telegraph, carers at the hospital had failed to realise that the 84-year-old was not wearing her bottom dentures meaning she was unable to chew her food properly.
Her son-in-law Mike Garbutt, 63, said: “How can someone be admitted to hospital with a basic urine infection and this happen?
“Lilian was let down at a time of life when people most need good healthcare.”
Following her death, Mr Garbutt, along with his wife and Lilian’s daughter Linda Garbutt, instructed Hudgell Solicitors to take action against York Hospital Trust.
Lawyers found medical staff failed to note she was not wearing her bottom set of dentures – despite being prompted to ask the question in the hospital paperwork.
It was proved that Mrs Hugill choked on the sandwich and suffered a heart attack and hypoxic brain injury, starvation of oxygen to the brain, which led to bronchopneumonia – an inflammation of the lungs.
To read the full story please click here

Taiwan dentist must repay mother for training fees

A top court in Taiwan has ordered a man to pay his mother almost $1m (£710,000) for raising him and funding his dentistry training.
According to the BBC, The mother signed a contract with her son in 1997, when he was 20 years old, stating he would pay her 60 per cent of his monthly income after qualifying.
She took him to court after he refused to pay her for several years.
The son argued it was wrong to demand a financial return for raising a child, but the court ruled the contract valid.
He has been ordered to make back payments, as well as interest, to his mother.
The mother, identified only by her surname Luo, raised both her sons after she and her husband divorced.
Ms Luo said she had spent hundreds of thousands of dollars funding both her sons through dentistry school, but became worried they would be unwilling to care for her in old age.
Subsequently, she signed a contract with both of them stipulating they would pay her a portion of their earnings as repayments for the school fees, up to a total of $1.7m.
The elder son reached an agreement with his mother and settled the contract for a smaller amount, local media report.
However, the younger son, identified by his last name Chu, argued that he was very young when he signed the agreement, and the contract should be considered invalid.
Mr Chu also argued that he had worked in his mother’s dental clinic for years after graduating and had helped her make more than the amount he was now ordered to pay her.
A Supreme Court spokeswoman told the BBC the judges had reached their decision mainly because they thought the contract was valid since the son was an adult when he signed it and was not forced to do so.
Under Taiwan’s civil code, adult offspring have the responsibility to provide for their elderly parents, although most parents do not sue if their children fail to take care of them in old age, the BBC’s Cindy Sui in Taipei reports.
This case is seen as particularly unusual because it involves a parent-child contract, our correspondent adds.