Holywell House Hinckley

Updated 10 December 2015

The inspection took place on 23 July 2015 and was conducted by a CQC inspector and a specialist professional advisor.

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 therefore formed the framework for the areas we looked at during the inspection.

Prior to the inspection we asked the practice to send us some information which we reviewed. This included the complaints they had received in the last 12 months, their latest statement of purpose, the details of their staff members, their qualifications and proof of registration with their professional bodies.

We also reviewed the information we held about the practice and found there were no areas of concern.

During the inspection we spoke with a number of staff working on the day. We reviewed policies, procedures and other documents. We reviewed 10 comment cards that we had left prior to the inspection, for patients to complete, about the services provided at the practice.

Updated 10 December 2015

We carried out an announced comprehensive inspection on 23 July 2015.

The practice is owned by a sole provider who is the principal dentist in the practice. They are supported by a further six dentists, a dental hygienist, an orthodontic therapist, 10 dental nurses and four administration staff.

The practice provides NHS orthodontic, minor oral surgery and periodontology dental services to both adults and to children. The practice is open Mondays from 9.00am to 6.30pm, Wednesday and Thursdays from 9.00am to 6.00pm. Tuesday surgery finishes at 5pm and on a Friday the practice opens at 8.30am until 3pm but hours can be extended to 6pm if required. Services are available from 8am to 3pm on a Saturday by appointment only. Patients are referred to this service by a dental practitioner.

Mrs Catherine Barrs is the registered provider and the identified registered person for the practice. 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. The registered manager is  Anna Sammut.

We viewed 10 CQC comment cards that had been left for patients to complete, prior to our visit, about the services provided. All of the comment cards reflected positive comments about the staff and the services provided. Patients commented that the practice was clean and hygienic, they found the staff very friendly and approachable and they found the quality of the dentistry to be excellent. They said explanations were clear and made the dental experience as comfortable as possible

The practice was providing care which was safe, effective, caring, responsive and well-led in accordance with the relevant regulations.

Our key findings were:

• The practice recorded and analysed significant events and complaints and cascaded learning to staff.
• Staff had received formal safeguarding training and knew the processes to follow to raise any concerns.
• There were sufficient numbers of suitably qualified staff to meet the needs of patients.
• Staff had been trained to deal with medical emergencies and appropriate medicines and life-saving equipment were readily available.
• Infection control procedures were in place and the practice followed published guidance.
• Patients’ care and treatment was planned and delivered in line with evidence based guidelines, best practice and current legislation.
• Patients received clear explanations about their proposed treatment, costs, benefits and risks and were involved in making decisions about it.
• Patients were treated with dignity and respect and confidentiality was maintained.
• The appointment system met the needs of patients and waiting times were kept to a minimum.
• There was an effective complaints system.
• The practice was well-led and staff felt involved and worked as a team.
• Governance systems were effective and there was a range of clinical and non-clinical audits to monitor the quality of services.
• The practice sought feedback from staff and patients about the services they provided.