Firwood 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 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 for patients to complete documents, for example their consent forms and medical histories.

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 developed their own Social Story which could be sent to nervous patients or any patients with additional needs, including a learning disability and autistic people. The Social Story contained photos of inside and outside of the practice, photos of all staff members and their names. They also offered non treatment visits to patients, where they could explore the reception and waiting area and both treatment rooms, to help acclimatise them to a dental practice. This led to a reduction in referrals to the local community services and most patients had their treatment completed at the practice.

Staff had clear responsibilities, and systems of accountability to support good governance. Staff held huddles to enable smooth-running of the day’s appointments.

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.

The practice gathered feedback from patients, the public and external partners, and responded accordingly. For example, based on patient feedback, the practice adjusted it’s opening hours, the practice closes at 7pm on a Tuesday and 6pm on a Thursday and opens at 8am on a Wednesday. The practice also purchased an umbrella stand for the waiting room.

The practice had taken steps to improve environmental sustainability. For example, practice staff recycled all cardboard and paper, encouraged the use of reusable water bottles for staff and all staff turned lights and electronics off when not in use. The practice used an online compliance system and only ordered stock once a month to reduce their carbon footprint and reduce the use of cardboard.

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.