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Inspection Summary


Overall summary & rating

Updated 1 April 2019

We carried out this announced inspection on 27 February 2019 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 provider was meeting the legal requirements in the Health and Social Care Act 2008 and associated regulations. The inspection was led by a CQC inspector who was supported by a specialist dental adviser.

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 form the framework for the areas we look at during the inspection.

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

Abbey Dental Practice is located in a retail outlet centre near Northwich and provides NHS and private dental care for adults and children.

There is level access to facilitate entrance to the practice for people who use wheelchairs and for people with pushchairs. Car parking is available outside the practice.

The dental team includes the principal dentist, two associate dentists, a dental hygiene therapist, a dental hygienist, six dental nurses, one of whom is a trainee, and two receptionists. The practice has three treatment rooms.

The practice is owned by an individual who is the principal dentist there. They have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the practice is run.

We received feedback from 24 people during the inspection about the services provided. The feedback provided was positive.

During the inspection we spoke to two dentists, the dental hygiene therapist, dental nurses, and receptionists. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open:

Monday 9.00am to 7.30pm

Tuesday 8.40am to 5.30pm

Wednesday and Thursday 9.00am to 5.30pm

Friday 9.00am to 4.00pm

Saturday 9.00am to 1.00pm.

Our key findings were:

  • The practice was clean and well maintained.
  • The practice had infection control procedures in place which took account of published guidance.
  • The provider had safeguarding procedures in place and staff knew their responsibilities for safeguarding adults and children.
  • Staff knew how to deal with medical emergencies. Appropriate medicines and equipment were available.
  • The provider had staff recruitment procedures in place.
  • Staff provided patients’ care and treatment in line with current guidelines.
  • The dental team provided preventive care and supported patients to achieve better oral health.
  • Staff treated patients with dignity and respect and took care to protect their privacy and personal information.
  • The appointment system took account of patients’ needs.
  • The provider had a procedure in place for dealing with complaints. The practice dealt with complaints positively and efficiently.
  • The practice had a leadership and management structure.
  • The provider had systems in place to identify and manage risk. Some risks had not been sufficiently reduced.
  • Staff felt involved and supported and worked well as a team.
  • The practice asked patients and staff for feedback about the services they provided.

There were areas where the provider could make improvements. They should:

  • Review the practice’s systems for assessing, monitoring and mitigating the various risks arising from the undertaking of the regulated activities. In particular, ensure action taken as a result of an accident is recorded, ensure Disclosure and Barring Service checks are carried out at an appropriate time, and ensure checks on medical emergency medicines and equipment are carried out at the recommended time intervals.
  • Review the practice’s protocols to ensure audits have documented learning points and the resulting improvements can be demonstrated.
Inspection areas

Safe

No action required

Updated 1 April 2019

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

Staff received training in safeguarding and knew how to report concerns.

Staff were qualified for their roles, where relevant.

The provider completed most essential recruitment checks before employing staff.

The premises and equipment were clean and properly maintained. The practice followed national guidance for cleaning, sterilising and storing dental instruments.

The practice had arrangements for dealing with medical and other emergencies.

The practice had systems in place for the safe use of X-rays.

The provider had procedures in place to manage and reduce risks. Not all these risks had been reduced sufficiently. The provider informed us that the issues were being addressed but did not provide evidence to support this for every issue identified.

Effective

No action required

Updated 1 April 2019

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

the relevant regulations.

The dentists assessed patients’ needs and provided care and treatment in line with recognised guidance. Patients described the treatment they received as professional, up-to-date and long-lasting

. The dentists discussed treatment with patients so they could give informed consent and recorded this in their records.

The practice had clear arrangements for referring patients to other dental or health care professionals.

The provider supported staff to complete training relevant to their roles and had systems to monitor this.

Caring

No action required

Updated 1 April 2019

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

the relevant regulations.

We received feedback about the practice from 24 people. Patients were positive about all aspects of the service the practice provided. They told us staff were professional, courteous and friendly.

They said they were given excellent, detailed explanations about dental treatment and said their dentist listened to them.

Patients commented that staff made them feel at ease, especially when they were anxious about visiting the dentist.

Staff protected patients’ privacy and were aware of the importance of confidentiality.

Patients said staff treated them with dignity and respect.

Responsive

No action required

Updated 1 April 2019

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

The practice’s appointment system took account of patients’ needs. Patients could book an appointment quickly if in pain.

Staff considered patients’ differing needs and put measures in place to help all patients receive care and treatment. This included providing facilities for patients with disabilities and families with children. The practice had arrangements to assist patients who had sight or hearing loss.

The practice took patients views seriously. They valued compliments from patients and responded to concerns and complaints quickly and constructively.

Well-led

No action required

Updated 1 April 2019

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

The provider had arrangements in place to ensure the smooth running of the service. These included systems for the practice team to monitor the quality and safety of the care and treatment provided.

The practice was a member of a practice certification scheme which encouraged good standards in dental care.

The practice team kept accurate, complete patient dental care records which were stored securely.

The provider monitored clinical and non-clinical areas of their work to help them improve and learn. This included auditing their procedures and asking for and listening to the views of patients and staff. Audits did not always identify areas for improvement where relevant.