Maple Dental Clinic - Luton

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

We found this practice was providing well-led care in accordance with the relevant regulations and had taken into consideration appropriate guidance.

Find out what we look at when we assess this area in our information about our new Single assessment framework.

The judgement for Shared direction and culture is based on the latest evidence we assessed for the Well-led key question.

The judgement for Capable, compassionate and inclusive leaders is based on the latest evidence we assessed for the Well-led key question.

The judgement for Freedom to speak up is based on the latest evidence we assessed for the Well-led key question.

The judgement for Workforce equality, diversity and inclusion is based on the latest evidence we assessed for the Well-led key question.

The practice had a governance system that included policies and procedures, which were accessible to staff and were reviewed on a regular basis.

Systems and processes were mostly embedded, and the inspection did not highlight any significant issues or omissions. The provider was receptive to our feedback and areas requiring improvement were acted on immediately.

Staff were aware of the importance of protecting patients’ personal information. Staff password protected patients’ electronic care records, and paper records were stored appropriately and complied with General Data Protection Regulations. Electronic tablets were used to store signed documents in patient records, this helped to improve data security.

Relevant policies and protocols were in place for the use of closed-circuit television (CCTV).

There were effective processes for identifying and managing risks, investigating incidents and accidents, and for receiving and acting on safety alerts.

The practice had systems and processes for learning, quality assurance and continuous improvement. This included undertaking audits according to recognised guidance.

Concerns and complaints were responded to appropriately, and outcomes were discussed to share learning and for improvement. We saw that information for patients on how to complain was displayed in the patient waiting area.

Staff had clear responsibilities, and systems of accountability to support good governance.

Staff feedback was obtained through meetings, a digital chat and informal discussions. Staff told us that they were encouraged to offer suggestions for improvements to the service, and they said these were listened to and acted upon, where appropriate.

The practice gathered feedback from patients, the public and external partners, in a number of different ways and responded accordingly. For example, quick response codes were available at reception and in the treatment rooms for people to give immediate feedback as well as a patient feedback survey. The practice had also implemented a new communication system whereby patients were emailed and asked to provide feedback after their appointment.

The practice had taken steps to improve environmental sustainability. For example, by the use of digital patient records, a governance portal and by switching off lights when rooms were not in use and recycling.

The judgement for Partnerships and communities is based on the latest evidence we assessed for the Well-led key question.

The judgement for Learning, improvement and innovation is based on the latest evidence we assessed for the Well-led key question.