Updated 20 November 2023
We carried out this announced inspection on 29 September 2023 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 practice was meeting the legal requirements in the Health and Social Care Act 2008 and associated regulations.
The inspection was led by a Care Quality Commission (CQC) inspector who was supported by a specialist dental advisor.
To get to the heart of patients’ experiences of care and treatment, we always ask the following 5 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:
- The dental clinic appeared clean and well-maintained.
- The practice had infection control procedures which reflected published guidance.
- Staff knew how to deal with medical emergencies. Appropriate medicines and life-saving equipment were available.
- The practice had systems to manage risks for patients, staff, equipment and the premises.
- Safeguarding processes were in place and staff knew their responsibilities for safeguarding vulnerable adults and children.
- The practice had staff recruitment procedures which reflected current legislation.
- Clinical staff provided patients’ care and treatment in line with current guidelines.
- Patients were treated with dignity and respect. Staff took care to protect patients’ privacy and personal information.
- Staff provided preventive care and supported patients to ensure better oral health.
- The appointment system worked efficiently to respond to patients’ needs.
- The frequency of appointments was agreed between the dentist and the patient, giving due regard to National Institute of Health and Care Excellence (NICE) guidelines.
- There was effective leadership and a culture of continuous improvement.
- Staff felt involved, supported and worked as a team.
- Staff and patients were asked for feedback about the services provided.
- Complaints were dealt with positively and efficiently.
- The practice had information governance arrangements.
Background
Christchurch Dental is in Ipswich Suffolk and provides private dental care and treatment for adults and children.
A portable ramp is available to provide access to the practice for people who use wheelchairs and those with pushchairs. Car parking spaces, including dedicated parking for disabled people, are available in pay and display car parks near the practice. The practice has made reasonable adjustments to support patients with access requirements.
The dental team includes 3 dentists, 1 visiting specialist, 8 dental nurses including 3 trainee dental nurses, 2 dental hygienists, 2 treatment coordinators, 1 practice manager and 3 receptionists. The practice has 4 treatment rooms.
During the inspection we spoke with 2 dentists, 2 dental nurses including 1 trainee dental nurse, 2 receptionists and the practice manager. We looked at practice policies, procedures and other records to assess how the service is managed.
The practice is open:
Monday to Friday from 8am to 5.15pm.
Saturday from 8am to 1pm.
We noted innovative approaches to providing person centred care. The practice was in the process of adding a new treatment room to improve patient access. In addition, the practice had introduced a New Patient Experience. When patients register with the practice they are initially sent a welcoming email, this is followed on the day before their new patient examination appointment with a telephone call to the patient and a request for general information such as where to park and would they prefer tea or coffee on arrival. The patient’s initial consultation is scheduled for a 1 hour examination, followed by a scripted 30 point oral examination including intra oral photographs, X-rays and a full oral scan. When completed the patient then receives a presentation of their treatment options, in the form of a power point presentation and video which is sent to the patient via an agreed online portal. Once the patient has had time to review their personalised video presentation, they then have the opportunity to review and discuss this with a treatment coordinator or their dentist if preferable.
The practice had taken steps to improve environmental sustainability. For example, where possible items were recycled, the practice were moving towards a paper light service, staff were instructed to turn the power off to equipment and lighting when not in use.