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Inspection Summary


Overall summary & rating

Updated 3 March 2016

We carried out an announced comprehensive inspection on 26 January 2016 to ask the practice the following key questions: Are services safe, effective, caring, responsive and well-led?

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

Shrubbery Dental Practice is situated near Worcester city centre in a converted residential property. It provides private dental care. The practice has three dentists (two of whom are partners in the practice), two dental hygienists, five dental nurses and two apprentice dental nurses. The dental nurses also carry out reception duties and are supported in this by a head receptionist. The practice has a practice manager who is also a qualified dental nurse.

The practice has four dental treatment rooms and a decontamination room for the cleaning, sterilising and packing of dental instruments. The reception area, a waiting room, three of the treatment rooms and patient toilets are on the ground floor. There is a second waiting room and further patient toilets on the first floor.

Before the inspection we sent Care Quality Commission comment cards to the practice for patients to use to tell us about their experience of the practice. We collected 14 completed cards. We also saw the practice’s patient comments book and patient survey forms. These all provided a consistently positive view of the service the practice provides.

Our key findings were:

  • Patients who completed CQC comment cards and those who had filled in the practices own surveys were all positive about the practice team and the care and treatment provided.

  • The practice had an established process for reporting and recording significant events and accidents to ensure they investigated these and took remedial action.
  • The practice was visibly clean and a number of patients commented on their satisfaction with hygiene and cleanliness.
  • The practice had well organised systems to assess and manage infection prevention and control.
  • The practice had suitable safeguarding processes and staff understood their responsibilities for safeguarding adults and children.
  • The practice had recruitment policies and procedures to help them ensure the suitability of staff they employed. They had improved these during 2015 because they recognised their procedures needed to be more structured to reflect legal requirements. They made further changes on the day of the inspection.
  • Dental care records provided clear and detailed information about patients’ care and treatment.
  • Staff received training appropriate to their roles and were supported in their continued professional development.
  • Patients were able to make routine and emergency appointments when needed.
  • The practice had systems including audits to assess, monitor and improve the quality and safety of the services provided.
  • The practice had used an external business consultant to help the partners and practice manager develop their leadership skills and their approach to management and effective team building. 
Inspection areas

Safe

No action required

Updated 3 March 2016

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

The practice took safety seriously and had systems for managing this. These included policies and procedures for infection prevention and control, clinical waste management, dealing with medical emergencies, maintenance and testing of equipment, dental radiography (X-rays) and fire safety. Staff were aware of their responsibilities for safeguarding child and adults. Contact information for local safeguarding professionals and relevant policies, procedures were readily available for staff to refer to if needed.

Effective

No action required

Updated 3 March 2016

We found that this practice was providing effective care in accordance with

the relevant regulations.

The practice provided personalised dental care and treatment. The dental care records we looked at provided clear and detailed information about patients’ care and treatment. Clinical staff were registered with the General Dental Council and completed continuous professional development to meet the requirements of their professional registration. Staff understood the importance of obtaining informed consent, including when treating patients who might lack capacity to make some decisions themselves.

Caring

No action required

Updated 3 March 2016

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

the relevant regulations.

We gathered patients’ views from 14 completed Care Quality Commission comment cards and read the practice’s own comments book and patient survey results. The information from these was consistently complimentary about the dentists and other members of the practice team. Children made specific comments about the practice’s kind and understanding approach and patients with a fear of having dental treatment said the practice had made them less fearful and anxious about receiving dental treatment. During the inspection we saw that staff were warm, friendly and respectful towards patients.

Responsive

No action required

Updated 3 March 2016

We found that this practice was providing responsive care in accordance with

the relevant regulations.

Many patients who provided us or the practice with feedback had been patients at the practice many years. All the feedback we looked at reflected satisfaction with a service which met the needs of adults and children in a personalised way.

The practice ensured that patients unable to use stairs had their appointments in a ground floor treatment room. Patients could access treatment and urgent and emergency care when required.

Information was available for patients at the practice and on the practice website. The practice had a complaints procedure which was available for patients and responded to any complaints promptly and openly.

Well-led

No action required

Updated 3 March 2016

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

The practice had arrangements for managing and monitoring the quality of the service. The partners and practice manager had worked with an external business consultant to develop and action plan to develop their leadership skills and approach to management.

Members of the practice team we spoke with said they felt there had been positive developments at the practice and felt supported by the dentists and practice manager.

The practice had policies, systems and processes which were available to all staff.

The practice team were positive about using learning, development to maintain and improve the quality of the service and were using monthly one to one meetings and annual appraisal to support this.