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Inspection report

Date of Inspection: 17 September 2013
Date of Publication: 15 October 2013
Inspection Report published 15 October 2013 PDF

The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care (outcome 16)

Meeting this standard

We checked that people who use this service

  • Benefit from safe quality care, treatment and support, due to effective decision making and the management of risks to their health, welfare and safety.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 17 September 2013, talked with people who use the service and talked with carers and / or family members. We talked with staff and reviewed information given to us by the provider.

Our judgement

The provider had an effective system to regularly assess and monitor the quality of service that people receive.

Reasons for our judgement

We saw that the registered manager had joined a clinical audit scheme for dental practitioners run by a local assessment panel of the NHS. The record showed that the dentist had completed all the audits over a five year period. These included quality of radiographs, patient records, management of emergencies and periodontal monitoring. This system involved peer review for monitoring the quality of the audits.

We saw that the practice had carried out patient satisfaction surveys. People had been given the opportunity to give feedback on their experience. This included convenience, waiting times and cleanliness and asked for suggestions. The results had been collated and a newsletter written to give the results and show what had been done in response. For example, the registered manager recognised that some people found the reception area cold in winter. She wrote that this had been a cold store in the original house and that she would review heating arrangements before the next winter. We saw that a heater was provided in the toilet and was turned on during our visit. We saw that most responses to the survey were positive and people were happy with the service.

We saw the complaints procedure. It gave the response times that people could expect and gave the contact details that people could use if they were not satisfied with the local resolution. The provider may like to note it was not displayed in the waiting room. However, we saw a notice telling people this was available at reception. People who spoke with us said they knew who to speak to if they were worried about anything. There had not been any recent written complaints. Reception staff told us that they informed the practice manager if people had any concerns. She phoned them to discuss the issue and would refer to the dentist if appropriate.

We found that quality was assured by the commitment of the team to providing a good and caring service. Communication, planning and recording were seen to be reliable and accurate.