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Rectory House Dental Practice

Inspection Summary


Overall summary & rating

Updated 7 September 2016

We carried out an announced comprehensive inspection on 06 May 2016 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

Rectory House Dental Practice is located on the junction of Hunter road and Epsom Road in Guildford, Surrey. At the entrance of the practice there are four concrete steps that are not suitable for people using wheelchairs. The practice resides over three levels including the basement. There are three treatment rooms, a decontamination room, an X-ray room, two waiting rooms and a spacious reception area. Parking is available at the rear of the practice and local streets have pay and display. The premises are not suitable for patients using wheelchairs.

The practice provides NHS and private services to adults and children. As well as general dental services the practice provides specialist services for orthodontics and prosthodontics. Orthodontic treatment is provided on a referral basis under NHS regulations for children except when the problem falls below the accepted eligibility criteria for NHS treatment. Private treatment is available for these patients as well as adults who require orthodontic treatment.

The practice staffing consisted of six dentists (including the two partners that own the practice), two dental hygienists, four dental nurses and three receptionists.

The practice opening hours are Monday to Friday 8:30am to 5pm.

One of the principal dentists is registered with the Care Quality Commission (CQC) as an individual. 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.

The inspection took place over one day and was carried out by a CQC inspector and a dental specialist advisor.

Before the inspection we sent Care Quality Commission (CQC) comments cards to the practice for patients to complete to tell us about their experience of the practice. We received feedback from 46 patients provided feedback about the service. All comments were positive about the services the practice provides. Patients commented on the high quality of care, the caring nature of all staff, the cleanliness of the practice and the overall high quality of customer care.

Our key findings were:

  • Patients’ needs were assessed and care was planned in line with current guidance such as from the British Orthodontic Society and National Institute for Health and Care Excellence (NICE).
  • The practice had an ongoing programme of risk assessments and audits which were used to drive improvement.
  • Patients were involved in their care and treatment planning so they could make informed decisions.
  • There were effective processes in place to reduce and minimise the risk and spread of infection.
  • The practice had effective safeguarding processes in place and staff understood their responsibilities for safeguarding adults and child protection
  • Equipment, such as the air compressor, autoclave (steriliser), fire extinguishers, and X-ray equipment had all been checked for effectiveness and had been regularly serviced.
  • Patients were treated with dignity and respect and confidentiality was maintained.
  • The practice had implemented clear procedures for managing comments, concerns or complaints.
  • Patients commented that the team were friendly, caring and provided a pain free service.
  • Dentists and hygienists were up to date with their continuing professional development.
  • There was a comprehensive induction and training programme for staff to follow which ensured they were skilled and competent in delivering safe and effective care and support to patients.
  • Staff recruitment files were organised and complete.
  • Staff we spoke with felt well supported by the management team and were committed to providing a quality service to their patients.
  • Feedback from patients gave us a positive picture of a friendly, caring, professional and high quality service.
Inspection areas

Safe

No action required

Updated 7 September 2016

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

The practice had systems in place to minimise the risks associated with providing dental services. There were systems in place for recording incidents appropriately and to review lessons that could be learnt to prevent a recurrence. There was a safeguarding lead and staff understood their responsibilities in terms of identifying and reporting any potential abuse. The practice had policies and protocols, which staff were following, for the management of infection control, medical emergencies and dental radiography. We found the equipment used in the practice was well maintained and checked for effectiveness.

Effective

No action required

Updated 7 September 2016

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

The practice provided evidence-based care in accordance with relevant, published guidance, for example, from the Faculty of General Dental Practice (FGDP), National Institute for Health and Care Excellence (NICE) Department of Health (DOH) and the British Orthodontic Society (BOS). The practice monitored patients’ oral health and gave appropriate health promotion advice. Staff had completed continuing professional development to maintain their registration in line with requirements of the General Dental Council. Staff explained treatment options to patients to ensure they could make informed decisions about any treatment. The practice worked well with other providers and followed up on the outcomes of referrals made to other providers.

Caring

No action required

Updated 7 September 2016

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

Patients were complimentary of the care, treatment and professionalism of the staff and gave a positive view of the service. Patients commented that the team were friendly, caring and provided a pain free service and they would recommend the practice to friends and family. During the inspection we observed staff in the reception area and on the telephone. They were polite, welcoming and personable towards patients. The practice protected patients privacy and kept discussions about treatment confidential in treatment rooms with the doors closed.

Responsive

No action required

Updated 7 September 2016

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

Patients were able to access treatment within a reasonable time frame and had enough time scheduled with the dentist to assess their needs and receive treatment. The practice treated everybody equally and welcomed patients from a range of different backgrounds, cultures and religions.

The practice had a complaints procedure that explained to patients the process to follow. The practice followed the correct processes to resolve any complaints.

Well-led

No action required

Updated 7 September 2016

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

The staff we spoke with described an open and transparent culture which encouraged candour. Staff said that they felt comfortable about raising concerns with the provider. They felt they were listened to and responded to when they did so. Leadership structures were clear and there were processes in place for dissemination of information and feedback to staff.

The practice had suitable clinical governance and risk management structures in place. Staff told us they enjoyed working at the practice and felt part of a team. Opportunities existed for staff for their professional development. Staff we spoke with were confident in their work and felt well-supported.