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Inspection report

Date of Inspection: 22 May 2013
Date of Publication: 1 June 2013
Inspection Report published 01 June 2013 PDF | 87.77 KB

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 22 May 2013, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service, talked with carers and / or family members, talked with staff and received feedback from people using comment cards. We reviewed information given to us by the provider and talked with other authorities.

Our judgement

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

Reasons for our judgement

People who used the service, their representatives and staff were asked for their views about the care and treatment provided. We were told by all people and staff that they felt the provider was very responsive to any comments. One person gave us an example about the fees. They told us they had complained previously about not having the full information about the cost of treatment before it was given but that this had now improved.

The provider asked people to complete regular satisfaction surveys which they analysed to inform the quality of the practice and improvements needed. We saw records of the most recently completed survey. The results were positive in the main but clearly identified areas where service provision could be improved for the benefit of people who used it. For example only 87% were happy with the waiting times and how they were managed. The provider told us they had implemented a messaging system to enable reception staff to inform people of the estimated delay to their appointment.

The provider had an effective system to identify, assess and manage risks to the health, safety and welfare of people who used the service. We saw records of risk assessments. These included fire, health and safety, building maintenance and security, information governance and radiography and x-ray. There was a process in place for recording incidents and accidents and learning from the outcome. There had been no incidents in the last 12 months.

We saw the provider had an effective system for monitoring all aspects of service provision. Regular audits were undertaken on a rolling programme, and in line with dental practice requirements. This ensured the provider was monitoring and assessing the quality of service provision on a regular basis for the benefit of people who used it.