Vulnerable patients policy
This policy sets out how we identify and support patients who may be at higher risk of harm if we don’t take extra care — because of a disability, illness, low income, bereavement, unfamiliarity with English, or many other circumstances. We adjust how we communicate, prioritise appointments where needed, and always check a patient can give informed consent.
Who this policy is for
A vulnerable patient is someone whose personal circumstances put them at higher risk of harm if we don’t take the right level of care. Living with a disability, illness or diagnosis doesn’t in itself make someone vulnerable — it’s the situation and the barriers someone faces that matter, and a person can be vulnerable without any diagnosis at all, for example after a bereavement or during a difficult life change. Circumstances we watch for include: low literacy, numeracy or confidence in making decisions; physical disability; severe or long-term illness; mental health difficulties; caring responsibilities; being significantly older or younger; a recent major life change; and limited English.
How we identify vulnerable patients
We look out for signs of vulnerability during appointments, such as confusion, distress or difficulty communicating; we use patient records and history to understand individual needs; we encourage patients to tell us if they’d like extra support when booking or during a visit; and our staff are trained to recognise the signs and respond appropriately.
The support we provide
- Communication — we communicate clearly and patiently, and adjust how we explain things (for example, using visual aids or written instructions) to suit what works for you.
- Appointments — priority booking is offered where it helps reduce stress or accommodate specific needs.
- Privacy and dignity — you’re treated with respect and confidentiality at every stage, in line with data protection law.
- Accessible facilities — our premises are designed and maintained to be accessible wherever possible.
- Consent and decision-making — we take particular care to make sure consent is properly informed, and we’ll assess a patient’s capacity to make a decision where needed.
Training
All staff are trained on recognising vulnerability and handling these interactions appropriately, with regular refreshers — including specific training on mental capacity, learning disabilities and autism awareness, and disability awareness in dentistry.
Review
This policy is reviewed periodically to make sure it remains effective and in line with current guidance, and any incidents involving vulnerable patients are documented and used as an opportunity to improve.
Contact your practice
- Earls Barton — Practice Manager Rachel Algar. Call 01604 810383 or email Rachel@tgsdentalsuite.com.
- Scraptoft/Leicester — Practice Manager Karen McClelland. Call 0116 276 0619 or email Karen@tgsdentalsuite.com.
- Ashby-de-la-Zouch — Practice Manager Lydia Bullock. Call 01530 415521 or email Lydia@tgsdentalsuite.com.
- Higham Ferrers — Practice Manager Dawn Arthurs. Call 01933 318481 or email Dawn@tgsdentalsuite.com.
- Rugby — Practice Manager Georgia McHugh. Call 01788 832346 or email Georgia@tgsdentalsuite.com.
On request, we can provide this policy in alternative formats to meet individual needs.