Updated 20 August 2018
We carried out this announced inspection on 21 July 2018 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
Dental Care Direct - Newstead House is in Wakefield and provides emergency dental services to adults and children.
There is level access for people who use wheelchairs and those with pushchairs. Car parking spaces, including dedicated spaces for blue badge holders, are available near the practice.
The dental team includes 11 dentists, 11 dental nurses and a receptionist. They are supported by a management team. The practice has one treatment room.
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 at Dental Care Direct - Newstead House is the dental services lead.
On the day of inspection, we collected 29 CQC comment cards filled in by patients and spoke with one other patient.
During the inspection we spoke with one dentist, two dental nurses, the dental services lead, the assistant director of quality, governance and pathway development, the dental manager (quality), the support services manager and a dental clinical advisor. We looked at practice policies and procedures and other records about how the service is managed.
The practice is open:
Saturday, Sunday and Bank Holidays from 9:00am to 6:00pm
Our key findings were:
- The practice appeared clean and well maintained.
- The provider 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 to patients and staff.
- The practice staff had suitable safeguarding processes and staff knew their responsibilities for safeguarding vulnerable adults and children.
- The provider 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 provider was providing preventive care and supporting patients to ensure better oral health.
- The appointment system met patients’ needs.
- The practice had effective leadership and culture of continuous improvement.
- 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 provider dealt with complaints positively and efficiently.
- The provider had suitable information governance arrangements.
There were areas where the provider could make improvements. They should:
- Review the service protocols and procedures to monitor mandatory training and continuing professional development for the dentists.
- Review the system the provider has in place to assure itself that equipment being used has been appropriately maintained.