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Inspection report

Date of Inspection: 23 February 2015
Date of Publication: 24 March 2015
Inspection Report published 24 March 2015 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 23 February 2015, observed how people were being cared for and talked with people who use the service. We talked with staff.

Our judgement

The provider had an effective system to regularly assess and monitor the quality of service that patients receive.

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

Reasons for our judgement

Patients who used the service were asked for their views about their care and they were acted on. We looked at 13 of the latest returned patient satisfaction questionnaires. We found a high degree of satisfaction in relation to staff attitudes and the care and treatment patients received.

The practice took account of complaints and comments to improve the service and explained how complaints would be dealt with. The patients we spoke with felt they could make a complaint if they needed and would be listened to.

We examined the complaints policy and procedures and found they included clear guidelines on how and by when issues should be resolved. They also contained the contact details of relevant external agencies, such as the General Dental Council and the Care Quality Commission. The complaints procedure was displayed in waiting areas. There had been no recent complaints made. Our conversations with patients and staff indicated a culture of openness in which patients could raise issues of importance to them.

We looked at copies of a range of audits recently completed by the practice. These were measured against the essential standards of quality and safety and were in areas such as the safety and suitability of premises and the management of clinical waste. We noted that remedial action, in the form of an action plan, was taken whenever issues were identified as a result of these audits.