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Inspection Summary


Overall summary & rating

Updated 21 April 2017

We carried out an announced comprehensive inspection on 14 March 2017 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

Hopvine House Dental Practice provides both private and NHS treatment to adults and children. The team consists of four dentists, seven dental nurses, a receptionist and practice manager who serve about 9,000 patients. The practice is one of four owned and run by Simply Smile Limited

The practice is situated in a converted residential property near the centre of Soham village and has three treatment rooms and a decontamination room for sterilising dental instruments. There is also a reception area, technician’s lab, manager’s office and staff room.

The practice is open on Mondays and Wednesdays from 8am to 8pm; on Tuesdays and Thursday from 8am to 5pm and on Fridays from 8am to 4.30pm.

A manager from another of the company’s practices is registered with the Care Quality Commission (CQC) as an individual. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the practice is run.

Before the inspection we sent comment cards to the practice for patients to complete to tell us about their experience of the practice. We received feedback from 35 patients.

Our key findings were:

  • Information from 35 completed Care Quality Commission comment cards gave us a positive picture of a caring, professional and high quality service.

  • The practice had systems to help ensure patient safety. These included safeguarding children and adults from abuse, maintaining the required standards of infection prevention and control, and responding to medical emergencies.

  • Risk assessment was robust and action was taken to protect staff and patients.

  • The practice was well equipped to treat patients and meet their needs.

  • Patients received their care and treatment from well supported staff, who enjoyed their work.

  • Opening times were good and the practice offered extended hour opening two evenings a week. Patients could access routine treatment and urgent care when required.

  • Patients’ needs were assessed and care was planned and delivered in line with current best practice guidance from the National Institute for Health and Care Excellence (NICE) and other published guidance. Members of the dental team were up-to-date with their continuing professional development and supported to meet the requirements of their professional registration.

  • There was a clear leadership structure and staff felt supported and valued by the practice manager. The practice proactively sought feedback from staff and patients, which it acted upon.

There were areas where the provider could make improvements and should:

  • Review the storage of patients’ dental care records to ensure they are held securely and confidentially.

  • Review the practice’s protocols for the use of rubber dam for root canal treatment giving due regard to guidelines issued by the British Endodontic Society

  • Review the practice’s radiography audit protocols to ensure the quality of X-rays that dental nursing staff take are assessed.
Inspection areas

Safe

No action required

Updated 21 April 2017

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

The practice had robust arrangements for essential areas such as infection control, clinical waste, the management of medical emergencies and dental radiography (X-rays). Staff had received safeguarding training and were aware of their responsibilities regarding the protection children and vulnerable adults. Risk assessment was comprehensive and effective action was taken to protect staff and patients. Equipment used in the dental practice was well maintained.

There were sufficient numbers of suitably qualified staff working at the practice to support patients.

Effective

No action required

Updated 21 April 2017

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

the relevant regulations.

Staff had the skills, knowledge and experience to deliver effective care and treatment. The dental care provided was evidence based and focussed on the needs of the patients. The practice used current national professional guidance including that from the National Institute for Health and Care Excellence (NICE) to guide their practice. The staff received professional training and development appropriate to their roles and learning needs.

Caring

No action required

Updated 21 April 2017

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

We collected 35 completed patient comment cards and obtained the views of a further three patients on the day of our visit. These provided a very positive view of the service the practice provided. Patients commented on the friendliness and helpfulness of the staff and told us dentists were good at explaining the treatment that was proposed. They told us they were involved in decisions about their treatment, and did not feel rushed in their appointments.

Staff gave us specific examples where they had gone beyond the call of duty to support patients.

Responsive

No action required

Updated 21 April 2017

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

the relevant regulations.

Patients could access routine treatment and urgent care when required and the practice opened early one day a week to meet the needs of patients.

Appointments were easy to book and patients were able to sign up for text and email reminders for their appointments

.

The practice had made good adjustments to accommodate patients with a disability.

There was a clear complaints’ system and the practice responded professionally and empathetically to issues raised by patients.

Well-led

No action required

Updated 21 April 2017

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

We found staff had an open approach to their work and shared a commitment to continually improving the service they provided. The practice manager and staff were well supported in their work, and it was clear the provider valued its staff. The practice had a number of policies and procedures to govern its activity and held regular staff meetings. There were systems in place to monitor and improve quality, and identify risk. The practice proactively sought feedback from staff and patients, which it acted on to improve services to its patients.