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Market Square Dental Practice

The provider of this service changed - see old profile

Inspection Summary


Overall summary & rating

Updated 3 October 2017

We carried out this announced inspection on 29 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 team that we were inspecting the practice. They did not provide any information.

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

Market Square Dental is in Bicester and provides NHS and Private treatment to patients of all ages.

The practice is based on the first floor of a commercial premises above a barber.

The dental team includes the practice manager, two dentists, two trainee dental nurses, one dental hygenist, and two receptionists. 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 49 CQC comment cards filled in by patients and obtained the views of 12 other patients.

During the inspection we spoke with one dentist, two trainee dental nurses, one dental hygienist, two receptionists and the practice manager. To assess the quality of care provided we looked at practice policies and protocols and other records relating to the management of the service.

The practice is open 9am to 5.30pm Monday to Thursday, 8am to 4pm Friday and 5.30pm to 7.30pm on Wednesday for private patients.

Our key findings were:

  • The practice appeared 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.

There were areas where the provider could make improvements. They should:

  • Review the current staffing arrangements to ensure all dental care professionals are adequately supported by a trained member of the dental team when treating patients in a dental setting taking into account the guidance issued by the General Dental Council.
Inspection areas

Safe

No action required

Updated 3 October 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.

Equipment appeared clean and properly maintained. The practice followed national guidance for cleaning, sterilising and storing dental instruments.

We noted that a hand washing audit had not been carried out. We have since been provided evidence to confirm this shortfall has been addressed.

We noted the decoration to surgery fell below the satisfactory standard. We have since been provided evidence to confirm this shortfall has been addressed.

The practice generally had suitable arrangements for dealing with medical and other emergencies. We noted the oxygen cylinder gauge showed the level of oxygen was outside the green area. We have since been provided evidence to confirm this shortfall has been addressed.

Effective

No action required

Updated 3 October 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 described the treatment they received as caring, professional and timely. The dentists discussed treatment with patients so they could give informed consent and recorded this in their records.

We noted that the method of consent for a patient with a sensory impairment was incorrectly recorded in their notes. We spoke with the dentist about having a system in place to provide interpreting services for patients needing additional support.

The practice had clear arrangements when patients needed to be referred to other dental or health care professionals. We noted urgent referrals were not monitored to make sure they were dealt with promptly. We have since been provided evidence to confirm this shortfall has been addressed.

The practice supported staff to complete training relevant to their roles and had systems to help them monitor this.

Caring

No action required

Updated 3 October 2017

We found that this practice was providing caring services in accordance with

the relevant regulations.

They said that they were given full friendly, reassuring and gentle treatment, and said their dentist listened to them. Patients commented that they made them feel at ease, especially when they were anxious about visiting the dentist.

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

Responsive

No action required

Updated 3 October 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.

Staff considered patients’ different needs. This included providing facilities for families with children.

The practice had access to telephone 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 3 October 2017

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

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 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.