Updated 8 November 2019
We carried out this announced inspection on 1 October 2019 under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. We planned the inspection to check whether the registered provider was meeting the legal requirements in the Health and Social Care Act 2008 and associated regulations. The inspection was led by a CQC inspector who was supported by a specialist dental adviser.
To get to the heart of patients’ experiences of care and treatment, we always ask the following five questions:
• Is it safe?
• Is it effective?
• Is it caring?
• Is it responsive to people’s needs?
• Is it well-led?
These questions form the framework for the areas we look at during the inspection.
Our findings were:
Are services safe?
We found that this practice was providing safe care in accordance with the relevant regulations.
Are services effective?
We found that this practice was providing effective care in accordance with the relevant regulations.
Are services caring?
We found that this practice was providing caring services in accordance with the relevant regulations.
Are services responsive?
We found that this practice was providing responsive care in accordance with the relevant regulations.
Are services well-led?
We found that this practice was providing well-led care in accordance with the relevant regulations.
Background
New Road Dental Practice is in Bromsgrove and provides NHS and private dental treatment to adults and children.
There is access for people who use wheelchairs and those with pushchairs with the use of a portable ramp at the front door. Car parking spaces, including one which is reserved by practice staff for blue badge holders, are available in the practice car park.
The dental team includes eight dentists including one foundation dentist, nine dental nurses including one trainee dental nurse, four dental hygienists, three receptionists, a clinical dental technician and a practice manager who is a qualified dental nurse and treatment coordinator. The practice has six treatment rooms.
The practice is owned by a company and as a condition of registration must have a person registered with the Care Quality Commission as the registered manager. Registered managers have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the practice is run. The registered manager at New Road Dental Practice is one of the two principal dentists.
On the day of inspection, we collected 45 CQC comment cards filled in by patients.
During the inspection we spoke with five dentists including one foundation dentist, six dental nurses, one dental hygienist, one receptionist and the practice manager. We looked at practice policies and procedures and other records about how the service is managed.
The practice is open:
Monday and Wednesday from 9am to 7pm
Tuesday, Thursday and Friday from 9am 5pm
Saturday from 9am to 12pm
Our key findings were:
- We noted that the practice ethos was to treat each patient as an individual and maintain honesty in a clean, calm environment, which was patient focused.
- Strong and effective leadership was provided by the principal dentist and empowered practice manager. The practice had won numerous awards over the years and the management team were incredibly proud of their skilled practice team.
- Staff told us that they felt involved and supported and worked well as a team. All staff members we spoke with told us they enjoyed working at the practice and many had done so for over ten years.
- The practice appeared clean and well maintained.
- The provider had infection control procedures which reflected published guidance.
- Staff knew how to deal with emergencies. Appropriate medicines and life-saving equipment were available.
- The provider had systems to help them manage risk to patients and staff.
- The provider had suitable safeguarding processes and staff knew their responsibilities for safeguarding vulnerable adults and children.
- The provider had thorough staff recruitment procedures.
- The clinical staff provided patients’ care and treatment in line with current guidelines.
- Staff treated patients with dignity and respect and took care to protect their privacy and personal information.
- Staff provided preventive care and supported patients to ensure better oral health.
- The appointment system took account of patients’ needs. Patients could access treatment and urgent and emergency care when required.
- Training and development was at the forefront in this practice due to the principal dentists being verified trainers to support newly qualified foundation dentists.
- The provider asked staff and patients for feedback about the services they provided. Feedback from patients received through online forms and 45 CQC comment cards was overwhelmingly positive.
- The provider dealt with complaints positively and efficiently.
- The provider had suitable information governance arrangements.