Updated 24 December 2019
We carried out this announced inspection on 3 December 2019 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.
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
Royston Dental Care is a well-established practice based in Royston town centre that offers private treatment to approximately 10,000 patients. The dental team includes five dentists, three dental nurses, two dental hygienist/therapists and a practice manager. In addition to general dentistry, the practice is a referral clinic for dental implants, orthodontics, endodontics, periodontics, oral surgery and prosthodontics.
There is ramp access for people who use wheelchairs and those with pushchairs. Parking is available in nearby public car parks.
The practice opens Monday to Friday from 8.30 am to 5.30 pm.
The practice is owned by a company and as a condition of registration must have a person registered with the Care Quality Commission as the registered manager. Registered managers have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the practice is run. The registered manager is one of the principal dentists.
On the day of inspection, we collected 22 comment cards filled in by patients and spoke with two other patients. We spoke with the four dentists, the practice manager, two nurses and reception staff. We looked at practice policies and procedures and other records about how the service is managed.
Our key findings were:
- Patients were positive about all aspects of the service the practice provided and commented positively on the treatment they received, and of the staff who delivered it.
- Premises and equipment were clean and properly maintained and the practice followed national guidance for cleaning, sterilising and storing dental instruments.
- The practice had suitable safeguarding processes and staff knew their responsibilities for safeguarding vulnerable adults and children.
- Patients’ care and treatment was provided in line with current guidelines.
- Staff provided preventive care and supported patients to ensure better oral health.
- Staff treated patients with dignity and respect and took care to protect their privacy and personal information.
- The practice took complaints and concerns seriously and responded to them appropriately to improve the quality of care.
- Audit systems were used effectively to drive improvement.
- There was a clear leadership structure and staff felt supported and valued. The practice proactively sought feedback from staff and patients, which it acted upon.
There were areas where the provider could make improvements. They should:
- Review the practice's recruitment procedures to ensure that appropriate checks are completed prior to new staff commencing employment at the practice.