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Inspection Summary


Overall summary & rating

Updated 19 November 2015

We carried out an announced comprehensive inspection on 24 September 2015 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.

Chris Bird Dental Care Limited provides NHS and private dental treatment. The majority of patients at the practice are private, 1800, and there were 560 NHS patients. The practice is situated in Cannock Chase, Staffordshire. Chris Bird Dental Care Limited has a principal dentist who works four days per week and a dental associate who works three days per week. The practice team includes a dental hygienist, two dental therapists, three dental nurses and a trainee dental nurse. The practice is supported by a practice manager and a business manager.

The practice has been built to the providers’ specification and had been subject to recent refurbishment. The treatment room surgeries are fully equipped and the airy reception area enables patient privacy with distance between the reception desk and the waiting room area. The reception area and waiting room are on the ground floor. The main entrance to reception is accessible to patients with restricted mobility. The practice has three dental treatment rooms, two to the ground floor and the other accessible via stairs to the first floor. The practice has a separate room which provides a spacious area for the decontamination and cleaning, sterilising and packing of dental instruments.

Before the inspection we sent Care Quality Commission (CQC) comment cards to the practice for patients to use to tell us about their experience of the practice. We collected 25 completed cards. These provided extremely positive views of the service the practice provides. Patients told us the practice was excellent and that the dentists were professional, caring, understanding of their anxieties, thorough and helpful and went above and beyond their expectations. Several patients specifically commented that the dentists put them at ease and had allayed their fears. We spoke with four staff members all understood the needs of their patients living with dementia illnesses and those with learning disabilities. They understood their responsibilities under the Mental Capacity Act (2005).

The business is operated by a private limited company, Chris Bird Dental Care Limited. The practice has a registered manager with the CQC. A registered manager is a person who is registered with the Care Quality Commission to manage the service. 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.

Our key findings were:

• The practice had systems for dealing with significant events and accidents and staff understood their responsibilities for providing a safe service.

• The practice was visibly clean and had processes to help staff manage infection prevention and control effectively.

• The practice had systems, medicines and equipment for the management of medical emergencies and staff were trained to know how to deal with these.

• The practice had safeguarding processes and staff understood their responsibilities for safeguarding adults and children.

• Clinical records included the essential information expected about patients’ care and treatment including treatment plans and consent to care and treatment.

• The practice was committed to staff education and development. Staff received training appropriate to their roles and were encouraged and supported in their continued professional development (CPD).

• The practice received very few complaints but had a clear system for handling and responding to these.

• Patients who completed Care Quality Commission comment cards were pleased with the care and treatment they or their family member received and were complimentary about the whole practice team.

• The practice had well organised governance and leadership arrangements and an open door policy which made staff feel valued and listened to.

• The practice had open and supportive leadership and staff were happy in their roles, professional and enthusiastic.

There were areas where the provider could make improvements and should:

• Record patients’ current GP details within the care records and consistently update the health promotion advice given to patients.

• Check the oxygen cylinder expiry date on a regular basis.

• Consider on recruitment staff vaccination histories in full, including rubella.

Inspection areas

Safe

No action required

Updated 19 November 2015

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

The practice had safe systems for dealing with medical emergencies, carrying out X-rays and for reducing the risk of infection. Patients who completed comments cards told us that they felt the environment was clean and hygienic. Staff were aware of the management of adverse incidents process within the practice and all were clear and consistent about what would happen should an incident occur. Health and safety risks were known and understood by staff and staff took appropriate action when risks were identified. The practice had arrangements to ensure equipment used within the practice was serviced regularly which included equipment used for the sterilisation of instruments. Staff received training in child protection and safeguarding vulnerable adults and understood their responsibilities in terms of responding to any potential abuse. Following the inspection the provider informed Care Quality Commission that an annual service contract was to be put in place for the practice oxygen cylinder.

Effective

No action required

Updated 19 November 2015

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

Patients’ individual needs and personal risks were being assessed. Care and treatment was being delivered in a way that ensured patient safety and welfare. Where specialist dental care needs were identified referrals had been made and were followed up to ensure continuity of care.

Patients told us that they felt fully informed about their dental care and were subsequently able to make informed decisions about their proposed treatment. Staff working at the practice were clear about their individual roles and responsibilities and had undertaken appropriate training to support them in their roles and enable them to meet the needs of patients. Information for staff on Mental Capacity Act (2005) and Deprivation of Liberty Safeguards was to be circulated to all staff and training was being considered.

Caring

No action required

Updated 19 November 2015

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

We found that staff were sensitive to the needs of their patients and aware of the need to ensure patient confidentiality. The patients who completed comment cards spoke very highly of the care they received and told us the team was customer focused and treated them with respect.

Staff told us how they ensured patients were kept informed about their oral health at each visit and how they supported them to make decisions about their care. Patients told us that they felt involved in their treatment and that it was explained fully to them. Results from the NHS

Friends and Family test and the practice’s own surveys echoed these positive views.

Responsive

No action required

Updated 19 November 2015

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

We found the practice was aware of patients’ needs and in particular those who may have high levels of anxiety or specialist needs. Patients told us that they were able to get appointments when they needed to and that they could get appointments in an emergency. There were arrangements for dealing with any complaints and concerns raised by patients or their carers. We saw that when this had happened the complaint had been investigated and responded to appropriately.

Well-led

No action required

Updated 19 November 2015

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

The practice manager and business manager provided day to day support for the staff team as well as the principal dentist and associate dentist. It was evident from discussions with staff that these arrangements worked well. Staff told us they felt supported and were encouraged to extend their learning. We saw that feedback from patients was encouraged and there were systems to capture feedback from patients as they visited the practice and to use the information to improve the service provided.