You are here

Inspection Summary


Overall summary & rating

Updated 12 June 2018

We carried out this announced inspection on 26 April 2018 under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. We planned the inspection to check whether the registered provider was meeting the legal requirements in the Health and Social Care Act 2008 and associated regulations. The inspection was led by a CQC inspector who was supported by a specialist dental adviser.

To get to the heart of patients’ experiences of care and treatment, we always ask the following five questions:

• Is it safe?

• Is it effective?

• Is it caring?

• Is it responsive to people’s needs?

• Is it well-led?

These questions form the framework for the areas we look at during the inspection.

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

Forest Road Dental Practice is in Loughborough, a town in the Charnwood borough of Leicestershire. It provides NHS treatment to children and private treatment to adults.

There is level access for people who use wheelchairs and those with pushchairs with use of a portable ramp. Car parking spaces are available in the practice’s car park at the rear of the building.

The dental team includes three dentists, five dental nurses, one trainee dental nurse, two dental hygienists, a reception manager and a practice manager. The practice has four treatment rooms; these are all located on the ground floor.

The practice is owned by a company and as a condition of registration must have a person registered with the Care Quality Commission as the registered manager. Registered managers 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 registered manager at Forest Road Dental Practice is one of the principal dentists.

On the day of inspection we collected 31 CQC comment cards filled in by patients.

During the inspection we spoke with three dentists, three dental nurses, the trainee nurse, one hygienist and the reception manager.

We looked at practice policies and procedures, patient feedback and other records about how the service is managed.

The practice is open: Monday, Tuesday, Wednesday and Thursday from 7.30am to 4pm and Friday from 7.30am to 1pm.

Our key findings were:

  • The practice appeared clean and well maintained.
  • The practice staff had infection control procedures which reflected published guidance.
  • Staff knew how to deal with emergencies. Appropriate medicines and life-saving equipment were available, although we noted that some items were missing on the day of our inspection. An order for these items was placed the same day and the practice advised us afterwards that they had been received.
  • The practice had systems to help them manage risk.
  • The practice staff had suitable safeguarding processes and staff knew their responsibilities for safeguarding adults and children.
  • The practice had thorough staff recruitment procedures.
  • The clinical staff provided patients’ care and treatment in line with current guidelines.
  • Staff treated patients with dignity and respect and took care to protect their privacy and personal information.
  • The practice was providing preventive care and supporting patients to ensure better oral health.
  • The appointment system met patients’ needs.
  • The practice had committed and effective leadership and were in the process of developing a culture of continuous improvement.
  • Staff felt involved and supported by the provider.
  • The practice asked staff and patients for feedback about the services they provided.
  • The practice staff dealt with complaints positively and efficiently.
  • The practice staff had suitable information governance arrangements.

Inspection areas

Safe

No action required

Updated 12 June 2018

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

The practice had systems and processes to provide safe care and treatment. They used learning from incidents to help them improve.

Staff received training in safeguarding and knew how to recognise the signs of abuse and how to report concerns.

Staff were qualified for their roles and the practice completed essential recruitment checks.

Premises and equipment were clean and properly maintained. The practice followed national guidance for cleaning, sterilising and storing dental instruments.

The practice had suitable arrangements for dealing with medical and other emergencies.

Effective

No action required

Updated 12 June 2018

We found that this practice was providing effective care in accordance with

the relevant regulations.

The dentists assessed patients’ needs and provided care and treatment in line with recognised guidance. Patients described the treatment they received as excellent, of a high standard and administered by professionals. The dentists discussed treatment with patients so they could give informed consent.

The practice had clear arrangements when patients needed to be referred to other dental or health care professionals. We found that the process for logging and tracking referrals could be improved.

The practice supported staff to complete training relevant to their roles and had systems to help them monitor this.

We noted the provider’s commitment to encouraging staff professional development. They contributed financially to staff training and ensured protected learning time for apprenticeship nurse training.

Caring

No action required

Updated 12 June 2018

We found that this practice was providing caring services in accordance with

the relevant regulations.

We received feedback about the practice from 31 people. Patients were positive about all aspects of the service the practice provided. They told us staff were

marvellous, delightful and warm and welcoming.

We did not receive any negative feedback about this practice.

They said that they were given helpful, honest and detailed explanations about dental treatment, and said their dentist listened to them. Patients commented that they made them feel at ease, especially when they were anxious about visiting the dentist.

We saw that staff protected patients’ privacy and were aware of the importance of confidentiality. Patients said staff treated them with dignity and respect.

Responsive

No action required

Updated 12 June 2018

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

The practice’s appointment system was efficient and met patients’ needs. Patients could get an appointment quickly if in pain.

Staff considered patients’ different needs. This included providing facilities for disabled patients and families with children.

The practice did not have access to interpreter services or have a hearing loop installed. We were informed that the practice had not identified a requirement for these services. The practice had completed an access audit and had implemented an action plan as a result.

The practice took patients views seriously. They valued compliments from patients and responded to concerns and complaints quickly and constructively.

Well-led

No action required

Updated 12 June 2018

We found that this practice was providing well-led care in accordance with

the relevant regulations.

The practice had arrangements to ensure the smooth running of the service. These included systems for the practice team to discuss the quality and safety of the care and treatment provided. There was a clearly defined management structure and staff felt supported and appreciated by the provider.

The practice team kept complete patient dental care records which were, clearly written or typed and stored securely.

The practice monitored clinical and non-clinical areas of their work to help them improve and learn. This included asking for and listening to the views of patients and staff.