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Inspection Summary


Overall summary & rating

Updated 6 February 2017

We carried out an announced comprehensive inspection on 10 January 2017 to ask the practice the following key questions; Are services safe, effective, caring, responsive and well led?

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

Queen Street Dental Practice is a small well-established dental practice that provides private treatment to adults and children. The practice has about 400 registered patients. The team consists of one part-time dentist, one part-time dental nurse and receptionist (who is the dentist’s wife, and a qualified dentist). The practice has one a treatment room, a separate room for the decontamination of instruments and a reception and waiting area. It opens three days a week from 8.45am to 5.30pmon Wednesdays, Thursdays and Fridays.

The dentist is registered with the Care Quality Commission (CQC) as the registered manager. Like registered providers, they are ‘registered persons’. 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

Our key findings were:

  • The practice had systems to help ensure patient safety. These included responding to medical emergencies, maintaining equipment and managing radiographs.

  • The practice had good facilities and was well equipped to treat patients and meet their needs.

  • The practice was visibly clean and well maintained. Infection control and decontamination procedures were good, ensuring patients’ safety.

  • Patients’ needs were assessed and care was planned and delivered in line with current best practice guidance from the National Institute for Health and Care Excellence (NICE) and other published guidance.

  • Patients were treated in a way that they liked and spoke highly of the caring and empathetic nature of the dentist. They told us they were actively involved in decisions about their treatment.

  • The practice listened to its patients and staff and acted upon their feedback.

There were areas where the provider could make improvements and should:

  • Review training needs to ensure that all staff receive relevant training, to an appropriate level, in the safeguarding of children and vulnerable adults.

  • Review the practice’s arrangements for receiving and responding to patient safety alerts, recalls and rapid response reports issued from the Medicines and Healthcare products Regulatory Agency (MHRA).

  • Review the practice’s sharps handling procedures to ensure it complies with the Health and Safety (Sharp Instruments in Healthcare) Regulations 2013.

  • Review the practice's protocols for completion of dental records giving due regard to guidance provided by the Faculty of General Dental Practice regarding clinical examinations and record keeping.

Inspection areas

Safe

No action required

Updated 6 February 2017

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

The practice had good arrangements for essential areas such as infection control, clinical waste, the management of medical emergencies and dental radiography (X-rays). Equipment used in the dental practice was well maintained and recruitment procedures ensured only suitable staff were employed. Staff were aware of their responsibilities in safeguarding children and adults, although had received no accredited training in this. The practice did not receive safety alerts, recalls and rapid response reports issued from the Medicines and Healthcare products Regulatory Agency (MHRA) and medical emergency training needed to be updated.

Effective

No action required

Updated 6 February 2017

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

Consultations were carried out in line with best practice guidance from the National Institute for Health and Care Excellence (NICE) and the Faculty of General Dental Practice Guidelines. Patients received a comprehensive assessment of their dental needs including taking a medical history. Treatment risks, benefits, options and costs were explained to patients in a way they understood and staff followed appropriate guidelines for obtaining patient consent. Patients were referred to other services as needed.

Caring

No action required

Updated 6 February 2017

We found that this practice was providing caring services in accordance with the relevant regulations.

We spoke with a small sample of patients following our inspection who spoke very highly of the dentist, and his caring and empathetic nature. They told us they were involved in decisions about their treatment, and did not feel rushed in their appointments. Staff gave us specific examples where they had gone beyond the call of duty to support patients. The dentist responded to patients in dental pain and drove to see them from London if needed.

Responsive

No action required

Updated 6 February 2017

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

Despite the practice only being open three days a week, patients told us it was easy to get an appointment at a time suitable for them and getting through on the phone was easy. The practice had made some adjustments to accommodate patients with a disability and the treatment room was accessible to wheelchair users.

There was a clear complaints’ system and the practice responded appropriately and empathetically to issues raised by patients. Complaints were used to improve the service.

Well-led

No action required

Updated 6 February 2017

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

The practice had a number of policies and procedures to govern activity and held regular staff meetings. Staff received regular performance reviews and told us they enjoyed their work. They described a family like and supportive environment in which to work. The practice proactively sought feedback from staff and patients, which it acted on.