You are here

The provider of this service changed - see old profile

Inspection Summary


Overall summary & rating

Updated 1 September 2017

We carried out this announced inspection on 11 August 2017 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.

We told the NHS England area team that we were inspecting the practice. We did not receive any information of concern from them.

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

Harwood Dental Care is in Bolton and provides private treatment to adults and children and NHS care to children. They also offer specialist implant, endodontic and conscious sedation; Specialist dentists attend the practice as necessary to provide these services.

There is a portable ramp for people who use wheelchairs and pushchairs. Car parking spaces, including for patients with disabled badges, are available near the practice.

The dental team includes two dentists, four dental nurses, two dental hygiene therapists, a receptionist and a practice manager. The practice has three treatment rooms.

The practice is owned by an individual who is the principal dentist there. They have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the practice is run.

On the day of inspection we collected 57 CQC comment cards filled in by patients. This information gave us a positive view of the practice.

During the inspection we spoke with both dentists, two dental nurses, the 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, Wednesday and Friday 8.30am to 5.30pm

Tuesday and Thursday 8.00am to 7.00pm

Saturday by appointment only

Our key findings were:

  • The practice was clean and well maintained.
  • The practice had infection control procedures which reflected published guidance.
  • Staff knew how to deal with emergencies. Appropriate medicines and life-saving equipment were available.
  • The practice had systems to help them manage risk.
  • The practice had suitable safeguarding processes and staff knew their responsibilities for safeguarding adults and children.
  • The practice 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.
  • The appointment system met patients’ needs.
  • The practice had effective leadership. Staff felt involved and supported and worked well as a team.
  • The practice asked staff and patients for feedback about the services they provided.
  • The practice dealt with complaints positively and efficiently.

Inspection areas

Safe

No action required

Updated 1 September 2017

We found that this practice was providing safe care in accordance with the relevant regulations.

The practice had systems and processes to provide safe care and treatment. They used learning from incidents and complaints to help them improve.

Staff received training in safeguarding and knew how to recognise the signs of abuse and how to report concerns.

Staff were qualified for their roles and the practice completed essential recruitment checks.

Premises and equipment were clean and properly maintained. The practice followed national guidance for cleaning, sterilising and storing dental instruments.

The practice had suitable arrangements for dealing with medical and other emergencies.

The practice manager had a recognised health and safety qualification. They had applied their skills by implementing detailed health and safety policies and risk assessments which were up to date and reviewed to help manage potential risk.

Effective

No action required

Updated 1 September 2017

We found that this practice was providing effective care in accordance with the relevant regulations.

The dentists assessed patients’ needs and provided care and treatment in line with recognised guidance. Patients were happy with the treatment they received and several commented that they had recommended the service to others. The dentists discussed treatment with patients so they could give informed consent and recorded this in their records.

The practice carried out conscious sedation for patients who would benefit. This included people who were very nervous of dental treatment and those who needed complex or lengthy treatments.

There were clear arrangements when patients needed to be referred to other dental or health care professionals. The practice received referrals from other practices for endodontic treatment. Referral policies and procedures were in place.

The provider used the skill mix of staff in a variety of clinical roles to deliver care in the best possible way for patients. The practice supported staff to complete training relevant to their roles and had systems to help them monitor this.

Staff supported national oral health campaigns and engaged with local and national oral health improvement schemes.

Caring

No action required

Updated 1 September 2017

We found that this practice was providing caring services in accordance with the relevant regulations.

We received feedback about the practice from 57 people. Patients were positive about all aspects of the service the practice provided. They told us staff were welcoming, professional and caring. They said that they were given helpful, honest explanations about dental treatment, and said their dentist listened to them.

Patients said staff were compassionate and understanding and that they had been put at ease by staff at the practice who had listened to their concerns and answered questions in a simple and easy to understand way.

We saw that staff protected patients’ privacy and were aware of the importance of confidentiality. Patients said staff treated them with dignity and respect.

We saw positive reviews and thank you cards from patients. Staff told us that sympathy cards and flowers had been sent to families who had experienced bereavement and we saw feedback thanking the team for their personal approach.

Responsive

No action required

Updated 1 September 2017

We found that this practice was providing responsive care in accordance with the relevant regulations.

The practice’s appointment system was efficient and met patients’ needs. Patients could get an appointment quickly if in pain.

Patients had the option to book online and late evening and Saturday appointments were available by prior arrangement to meet patients’ needs. Patients could also book appointments directly with the dental therapist where appropriate.

Patients were sent emails and text message reminders for upcoming appointments and we saw how the practice used these to communicate important information to help patients to plan their visit.

Staff considered patients’ different needs. This included providing facilities for disabled patients and families with children. The patient toilet was not accessible to wheelchair users. A disability access statement and arrangements were in place.

The practice had assessed their information against the Accessible Information Standards. The practice had access to interpreter services and had arrangements to help patients with sight or hearing loss.

The practice took patients views seriously. They valued compliments from patients and responded to concerns and complaints quickly and constructively.

Well-led

No action required

Updated 1 September 2017

We found that this practice was providing well-led care in accordance with the relevant regulations.

The practice had a mission statement and comprehensive business plans, policies, procedures and risk assessments to support the management of the service and to protect patients and staff.

The practice had arrangements to ensure the smooth running of the service. These included systems for the practice team to discuss the quality and safety of the care and treatment provided. There was a clearly defined management structure and staff felt supported and appreciated.

The practice team kept complete patient dental care records which were, clearly written or typed and stored securely.

The practice monitored clinical and non-clinical areas of their work to help them improve and learn. This included asking for and listening to the views of patients and staff.