Brocklehurst 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 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 significant issues or omissions. Areas requiring improvement were acted on immediately.

Staff were aware of the importance of protecting patients’ personal information. Patients’ electronic care records were password protected, stored securely and managed in line with General Data Protection Regulation (GDPR) requirements. However, the accident book was not being used in a manner that fully supported GDPR compliance, as completed accident records remained within the book and could be viewed when new entries were made.

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 and person-centred approaches and supporting patients' wellbeing. For example, the practice maintained an apple tree within its garden and offered freshly picked apples to patients. This helped create a welcoming and inclusive environment, encouraged patients to feel involved in the practice community, and promoted healthy lifestyle choices and positive oral health messages in a friendly and engaging way.

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

Staff feedback was obtained through meetings 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, a water dispenser was installed in the waiting area and televisions were fitted in treatment room ceilings to enhance the patient experience. The practice supported staff wellbeing through team-building events held twice a year and had reviewed working arrangements to ensure staff could take an uninterrupted lunch break between 1pm and 2pm, including locking the doors and directing calls to the answerphone system when reception staff were unavailable.

The practice gathered feedback from patients, the public and external partners and used this information to make improvements to the service. For example, following verbal feedback from patients, the practice introduced additional early morning and late evening appointments delivered by two dentists to improve access to care. In response to feedback about the television in the waiting area being too loud, the volume was reduced and subtitles were introduced to improve patient comfort and accessibility.

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.