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Inspection report

Date of Inspection: 21 February 2013
Date of Publication: 28 March 2013
Inspection Report published 28 March 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 21 February 2013, observed how people were being cared for and talked with people who use the service. We talked with carers and / or family members and talked with staff.

Our judgement

The provider had an effective system in place to identify, assess and manage risks to the health, safety and welfare of people who use the service and others.

Reasons for our judgement

We spoke with 4 patients including some of their older children during the inspection. We were told: “I have never had to wait long” and “They are very flexible with appointments”. One person did tell us that they had once waited over 45 minutes to be seen but in six years this had only been on one occasion.

We saw evidence that the practice undertook regular audits that included checks on equipment and treatment records. A daily check list was completed for all areas of the environment. All records were dated and signed by the person carrying out the audit. This meant that standards were met and the quality was maintained.

We observed that there was a suggestions box in the reception area for patients to put forward any ideas to enhance their experience of the service. We were shown a patient satisfaction survey, which had been carried out, encouraging comments around any issues patients may have had with the practice. A summary of the results had been analysed and indicated that most patients were very satisfied with the service. This meant that the provider had systems in place to monitor the levels of satisfaction from people who used the service.

We looked at a sample of practice meeting minutes. These meetings were held monthly and we noted that discussions had been held about how to improve service delivery and idea sharing amongst the staff was positively encouraged. This meant that staff were able to make valid contributions in order to improve the service provided.

We found safeguarding training for both adults and children had been undertaken in July 2012. This had been attended by the dental nurses, practice manager and dentists. There was a designated lead for safeguarding and this person informed us that regular checks were done to ensure training was up to date.

We asked to see the complaints file and we saw that the practice had a complaints policy. There were no current complaints but we saw that those that had been made in the past had been resolved in a timely manner. This meant that the provider had systems in place to effectively deal with complaints.