Archived: Mydentist - Market Street - Highbridge

Updated 3 September 2015

We carried out a comprehensive inspection at IDH Highbridge on 9 June 2015 as part of our inspection programme. The inspection was carried out by a Care Quality Commission inspector and a dentist, specialist advisor. The inspection included the review of records, policies and procedures. In addition we spoke with eight staff and one patient and observed how patients were dealt with.

We informed the NHS England area team and Somerset Healthwatch that we were inspecting the practice; however we did not receive any information of concern from them.

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 therefore formed the framework for the areas we looked at during the inspection

Updated 3 September 2015

We carried out an announced comprehensive inspection on 9 June 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.

The practice is part of the IDH (Integrated Dental Holding Ltd) Dental Group which is the largest dental corporation in Europe employing over 2,500 dental professionals. IDH Highbridge provdes general dental treatments for people who live in Highbridge and the surrounding areas. Two dentists and a hygienist provide services and there are four treatment rooms. The practice predominantly provides treatment for patients who have NHS subsidy (95%) and approximately 5% pay for treatment privately.

The practice is open on weekdays between the hours of 8.30 am and 17.00 pm. Details of the arrangements in emergencies, Out of Hours were in a recorded message played on the telephone answering serrvice when the practice was closed.

The practice is located in a Victorian building over two floors above a shop. It is accessed by stairs and so is not suitable for patients who use a wheelchair or have restricted mobility. Patients with mobility restrictions are referred to the IDH Bridgwater branch.

There was no registered manager. 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. The practice manager had left and the service was being temporarily managed by the practice manager of the IDH Bridgwater branch until a replacement could be recruited.

We received 16 completed Care Quality Commission comments cards from patients who provided feedback about the service. They described their care and treatment as “excellent” and “perfect”. Patients described the dentists and other staff as “caring”, “kind” and professional. Some patients told us about their nervousness about having treatment and how this was respected and they became more relaxed as the treatment was gentle. We spoke with one patient during our visit.

Our key findings were:

• There was a clear understanding and reporting of incidents in line with the Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013.
• Staff understood their responsibilities to raise concerns, record safety incidents and concerns.
• The provider exercised the duty of candour by telling patients when they were affected by something that had gone wrong, given an apology and informed of actions taken as a result.
• There were sufficient suitably qualified staff.
• Equipment was checked to ensure it was functioning properly and safe to use.
• There was evidence of comprehensive assessment to establish individual treatment options.
• Learning needs of staff were identified.
• Patients told us they were involved in decisions about their care.
• There was evidence the provider gathered the views of patients.