Martlesham Heath Dental Practice

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

We found this practice was providing well-led care in accordance with the relevant regulations and had taken into consideration appropriate guidance.

Find out what we look at when we assess this area in our information about our new Single assessment framework.

The judgement for Shared direction and culture is based on the latest evidence we assessed for the Well-led key question.

The judgement for Capable, compassionate and inclusive leaders is based on the latest evidence we assessed for the Well-led key question.

The judgement for Freedom to speak up is based on the latest evidence we assessed for the Well-led key question.

The judgement for Workforce equality, diversity and inclusion is based on the latest evidence we assessed for the Well-led key question.

The practice had a governance system overseen by a knowledgeable and empowered practice manager and provider that included policies and procedures, which were accessible to staff and were reviewed on a regular basis.

Systems and processes were embedded, and the inspection did not highlight any issues or omissions.

Staff were aware of the importance of protecting patients’ personal information. Staff password protected patients’ electronic care records, and paper records were stored securely and complied with General Data Protection Regulations. Electronic devices were used to store signed documents electronically in patient records, this helped to improve data security.

There were effective processes for identifying and managing risks, investigating incidents and accidents, and for receiving and acting on safety alerts.

The practice had systems and processes for learning, quality assurance and continuous improvement. This included undertaking audits according to recognised guidance.

Concerns and complaints were responded to appropriately, and outcomes were discussed to share learning and for improvement.

We noted innovative approaches to providing person centred care. For example, the practice had invested in digital technologies to help patients better understand their oral health and make informed decisions about their treatment. These included digital radiography, intra oral scanners, large chairside display screens in treatment rooms, Artificial Intelligence (AI) assisted radiograph analysis and AI supported clinical note taking. These systems allowed the clinicians to visually demonstrate to the patients the findings from their oral health examination and enabled the patient a better understanding of the treatment options available to the patient. The practice had developed a digital patient journey, this included appointment reminders, online forms, a patient portal and an AI powered website assistant trained specifically on the practice information. These systems provided patients with the option to access the information and support at a time that suited the patient or speaking directly to the team if preferred. We were told by the practice manager, “We recognise that our community includes people of all ages and varying levels of confidence with technology. Patients can engage digitally if they wish, but we remain committed to providing a personal, relationship-based service through our reception and clinical teams.”

The practice regularly visited local schools and nurseries to provide oral health education sessions for children. During these visits the practice provided dental themed educational resources, including toothbrush timers, brushing charts, pencils, stickers and other material designed to encourage positive oral health from an early age. In addition the practice supported local business community initiatives including sponsoring local initiatives supporting women in business and contributing towards projects at schools. These included helping to fund a dedicated sensory and wellbeing space and a bee garden, both formally recognised by the schools with dedicated plaques. The practice worked closely with local businesses and the landlord of the shopping square where the practice is located, to help identify and mitigate any factors that may result in incidents or falls in the location. This reflected the practice philosophy to advocate on behalf of its patients and work collaboratively with local organisations when issues arise that affect patients’ wellbeing, safety or ability to access the services.

Staff had clear responsibilities, and systems of accountability to support good governance.

Staff feedback was obtained through meetings, surveys, and informal discussions. They were encouraged to offer suggestions for improvements to the service, and they said these were listened to and acted upon, where appropriate. For example, staff commented, “Communication in the practice is good, we can always speak directly to either management or the head nurse, staff meetings as a practice or nurse huddles are called when required. Internal messaging to each other via the software is a daily occurrence when face to face communication is not possible.”

The practice gathered feedback from patients, the public and external partners, and responded accordingly. Patient suggestions were encouraged and the practice reviewed and responded to feedback.

The practice had taken steps to improve environmental sustainability. For example, reducing the use of paper for printing by having electronic patient records and governance systems, recycling and conserving energy by turning heating and lights off when not in use and reducing their electronic and heating footprint wherever possible. Staff told us, “We recycle where we can, most paperwork is digital, we were given reusable bottles and cloth bags with the practice logo.”

The judgement for Partnerships and communities is based on the latest evidence we assessed for the Well-led key question.

The judgement for Learning, improvement and innovation is based on the latest evidence we assessed for the Well-led key question.