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Inspection Summary


Overall summary & rating

Updated 5 March 2015

We carried out a comprehensive inspection of Smile Dental Care Salford on 13 January 2015.

The practice offers NHS treatment services for its patient population. Smile Dental Care Salford has four dentists, a practice manager, four dental nurses and a receptionist. One of the dental nursing staff is a trainee.

The practice manager is legally responsible for making sure the practice meets CQC requirements as the registered manager.

We spoke with five patients who used the service on the day of our inspection and reviewed six completed CQC comment cards that had been completed by patients prior to the inspection. The patients we spoke with were complimentary about the service. Patients told us that they found the staff to be extremely person-centred and felt they were treated with respect. The comments on the cards provided by CQC were also complimentary about the staff and the service provided.

During the inspection we toured the premises and spoke with staff including one dentist. We also spoke with the Smile Dental Care Business Director and Business Manager who were visiting from the provider headquarters. To assess the quality of care provided by the practice, we looked at practice policies and protocols and other records.Our key findings were as follows:

  • Staff reported incidents and learning took place. There were sufficient staff on duty to deliver the service. There was enough equipment available for staff to undertake their duties and we saw the premises were in a good state of repair and clean and tidy.

  • Patient’s needs were assessed and care was planned and delivered in line with current best practice guidance. This included the promotion of good oral health. We saw evidence that staff had received training appropriate to their roles and further training needs were identified and planned through the appraisal process.

  • We observed patients being treated with kindness and respect by staff. It was reported that communication with patients and their families, and access to the service and to the dentists was good. Patients reported good access to the practice with emergency appointments available the same day.

  • The practice took into account any comments, concerns or complaints to improve the practice.

  • The practice had an accessible and visible management team, at the practice and from Head Office. Staff felt supported and all reported that patients were at the heart of the practice. This included the promotion of good oral health. Staff had received training appropriate to their roles. And had an effective appraisal system in place for all staff.
Inspection areas

Safe

Updated 5 March 2015

Staff were aware of their responsibilities to raise concerns and report incidents and accidents. There were regular practice meetings that provided opportunities for the staff team to learn from incidents and the practice was committed to providing a safe service for its patient population. All information about safety was recorded, monitored, appropriately reviewed and addressed. The practice assessed risks to patients and managed these well. There were also safe systems in place for infection prevention and control, management of medical emergencies, both in the dental chair and in the practice in general, and dental radiography. We found that all the equipment used in the dental practice was well maintained.

Effective

Updated 5 March 2015

National Institute for Health and Care Excellence (NICE) and local clinical guidelines were considered in the delivery of dental care and treatment for patients. The treatment provided for the patients was effective, evidence based and focussed on the needs of the individual. Staff received training appropriate to their roles. Continuing professional development (CPD) for staff was supported by the management team. This enabled staff to meet the requirements of the professional registration. There was evidence that the practice worked together with other health professionals.

Caring

Updated 5 March 2015

The patients we spoke with told us they were treated with compassion, dignity and respect and they were involved in all their care and treatment decisions. The comment cards and patient questionnaires we reviewed demonstrated that patients, their families and carers felt well supported and involved with their treatment plans. There was sufficient information available for patients to help them understand the dental care available. We observed that staff treated patients with kindness and respect and were aware of the importance of confidentiality.

Responsive

Updated 5 March 2015

We saw evidence that patients had good access to appointments at the practice and that emergency appointments were available the same day. There were good dental facilities in the practice and sufficient, well maintained equipment, to meet the dental needs of their patient population. There was a clear complaints system with evidence that demonstrated that the practice responded quickly to issues raised. The practice used complaints and concerns to improve the quality of the service.

Well-led

Updated 5 March 2015

There was a visible, transparent and open leadership culture in the practice. The practice had the ethos of continuing improvement of the service they provided. There was a defined leadership structure and staff felt supported by the business team from head office and the practice manager and dentists. The practice had an organised management system and met regularly with staff to review all aspects of the delivery of dental care and the management of the practice. There were systems in place to monitor and improve quality and identify risk. The practice proactively sought feedback from staff and patients and this was acted upon.