Northway Dental Limited

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 embedded, and the inspection did not highlight any significant issues or omissions. However, we identified a small number of governance documents that required updating, including the business continuity plan, duty of candour policy and infection prevention and control policy. The practice addressed these issues promptly.

Staff were aware of the importance of protecting patients’ personal information. Staff password protected patients’ electronic care records, and paper records were stored securely and complied with General Data Protection Regulations.

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 noted innovative approaches to providing person-centred care. For example, staff regularly checked patients' comfort and wellbeing during treatment, using visual cues and observing body language to ensure they felt safe and supported. Staff were also highly aware of the needs of neurodiverse patients and made appropriate adjustments, such as supporting patients who preferred to spend time in their car before or during appointments, helping to reduce anxiety and improve their overall experience.

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

Staff feedback was obtained through meetings, surveys and informal discussions. Staff told us they were encouraged to share suggestions for service improvements and felt their views were listened to and acted upon. For example, reception staff requested larger monitors and a dual-screen setup to support their day-to-day duties. The practice responded by implementing these changes, which helped improve efficiency and workflow within the reception area.

The practice gathered feedback from patients, the public and external partners and responded accordingly. For example, patients told the practice that recall reminders were not being sent consistently. In response, the practice reintroduced recall reminder systems over recent months, which helped improve communication with patients and supported attendance for routine dental care.

The practice had taken steps to improve environmental sustainability by introducing digital systems to reduce paper use, improving waste segregation to increase recycling, and implementing energy-saving measures such as LED lighting and switching off equipment when not in use. The practice had also strengthened stock control processes to reduce unnecessary ordering and waste, helping to minimise its overall environmental impact.

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.