Twickel Dental Ltd is committed to ensuring all patients, team members, and visitors to our practice are treated fairly and equally, and in line with the Equality Act 2010. We are dedicated to providing high-quality care to all our patients, removing barriers to access (as far as possible), and ensuring that disabled patients can receive dental care without discrimination.

This policy and these procedures apply to all team members, contractors, and visitors to the practice. The procedures cover but are not limited to those with:

  • Physical disabilities
  • Sensory disabilities
  • Cognitive disabilities
  • Mental health conditions

Alongside our commitment to comply with the Equality Act 2010, we are also committed to complying with the Health and Social Care Acts and the Mental Capacity Act 2005.

We understand that the term disability means a physical or mental impairment that has a substantial and long-term adverse effect on a person's ability to carry out normal day-to-day activities.

We make reasonable adjustments to our environment and ways of working to ensure disabled people are not disadvantaged compared to people who are not disabled. If we are unable to make sufficient adjustments to accommodate a particular disability we refer that person to a practice that can accommodate them.

We provide all team members with regular training and guidance on supporting disabled patients. All team members are responsible for applying the principles of this policy and for implementing the procedures described below.

The practice manager, is responsible for overseeing this policy and these procedures and for ensuring compliance with legal obligations.

This Policy was reviewed and implemented on 28/10/2025

This policy and relevant procedures will be reviewed annually and are due for review on 28/10/2026

or prior to this date in accordance with new guidance or legislative changes.

Accessibility Procedures

At Twickel Dental Ltd we are committed to providing a safe, inclusive, and welcoming environment for all our patients and team members. To achieve these aims we ensure that all team members receive regular training in how best to support disabled patients.

Procedures for supporting disabled patients

Access to the practice

  • Wheelchair users are able to access our practice as there is level access to enter the building.
  • We have a toilet that is accessible to wheelchair users that is equipped with handrails and an emergency pull cord.
  • We ensure there is space in the waiting room for wheelchairs.
  • The pay and display car park immediately to the rear of the practice (St Marys Car park) has spaces for disable parking

Support for patients with cognitive and sensory impairment

  • We can provide information in accessible formats such as large print, or if required audio recordings.
  • We have a portable hearing loop for patients with hearing aids.
  • Our team members know how to communicate effectively with patients who have a hearing impairment.
  • We ensure our signage is clear, well-lit, and easy to read.
  • Our team members provide help with navigating forms or other relevant documents if required.
  • We ensure that when communicating with patients with a cognitive impairment or a learning disability we provide concise, clear, unambiguous explanations and we give patients plenty of time to ask questions.
  • We use a range of methods to provide explanations patients may find easier to understand such as models, photographs, pictures, or video.
  • We always check the patient has understood our explanations before proceeding with any treatment.
  • We are aware of our responsibilities under the Mental Capacity Act and if necessary we involve relevant individuals such as family members, carers, or advocates in discussions.

Support with making appointments

  • We offer all patients appointments of an appropriate length and for patients with a disability we provide longer appointments if required, particularly if they require extra assistance.
  • For patients who lack some capacity to make some decisions about their care we ensure they are seen at the time of day that works best for them.
  • We may be to provide telephone or video consultations for patients who may find it difficult to travel to the practice due to their disability.

Reasonable adjustments

  • We provide treatment plans and advice that is tailored to each individual patient. Some patients with disabilities have very specific needs and we always endeavour to tailor their treatment plan to their specific needs.
  • In addition to any structural changes to the practice and the provision of the support services described above, we aim to ensure that nervous and anxious patients have their needs met and that patients who need assistance know they can ask for help.

Feedback

At Twickel Dental Ltd, we value feedback from all our patients and all our team members. We actively seek and encourage feedback. Feedback from our patients with disabilities has been instrumental in shaping the reasonable adjustments we have made to date, and we ensure that
feedback is an ongoing process.

We provide multiple ways for disabled people to provide feedback, including verbally, in writing, via email, and we encourage them to do so. We always follow up and act on feedback.

Complaints

We take all complaints related to accessibility seriously and ensure we respond promptly and within the time frames in our Complaints Policy.

Training

  • All team members receive regular training in disability awareness, including training in autism and learning disability awareness, and our obligations under the Equality Act 2010 including best practices for supporting and assisting disabled patients.
  • All team members are trained in evacuation procedures that accommodate disabled people, including how to assist those with mobility impairments during an emergency.

Audit

We conduct regular access audits to help us identify areas for improvement and we ensure we act on our findings.