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Mydentist - The Churchyard - Mildenhall Also known as my dentist

Inspection Summary


Overall summary & rating

Updated 25 July 2016

We carried out an announced comprehensive inspection on 5 July 2016 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

Background

Mydentist Mildenhall is a mixed dental practice providing mainly NHS and some private treatment for both adults and children. The practice has three dental treatment rooms and a separate decontamination room for cleaning, sterilising and packing dental instruments. Dental care is provided on the first floor of the building with a reception and waiting area.

The practice is open from 8:30am to 5:30pm Monday to Friday and one Saturday per month from 8.00am to 2.00pm.The practice has three dentists who are supported by seven dental nurses and a receptionist. The practice also has a dental hygienist who works two to four Fridays a month.

The practice manager is currently applying to become the registered manager. A registered manager is a person who is registered with the Care Quality Commission (CQC) 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.

Before the inspection we sent Care Quality Commission (CQC) comment cards to the practice for patients to complete to tell us about their experience of the practice. We received overwhelmingly positive comments about the practice’s staff and the quality of dental treatment provided. However some patients commented on the length of time it could take to get a routine appointment.

Our key findings were:

  • The practice ethos was to provide patient centred care.

  • Staff had been trained to handle emergencies and appropriate medicines and life-saving equipment was readily available in accordance with current guidelines.

  • The practice was visibly clean and well maintained.

  • Infection control procedures were robust and the practice followed published guidance.

  • The practice manager was the dedicated safeguarding lead with effective safeguarding processes in place for safeguarding adults and children living in vulnerable circumstances.

  • The service was aware of the needs of the local population and took those these into account in how the practice was run.

  • Patients could access treatment and urgent and emergency care when required.

  • Staff reported incidents and kept records of these which the practice used for shared learning.

  • The practice had enough staff to deliver the service.

  • Staff had received training appropriate to their roles and were supported in their continued professional development.

  • Staff we spoke to felt well supported by the practice manager and the company as a whole and were committed to providing a quality service to their patients.

  • Information from 45 completed Care Quality Commission (CQC) comment cards gave us a completely positive picture of a friendly, caring and professional service.

  • The practice had a rolling programme of clinical and non-clinical audit in place.

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

  • Consider providing the hygienist with the support of an appropriately trained member of the dental team.
  • Review their responsibilities to the needs of people with a disability and the requirements of the Equality Act 2010 with respect to patients who may be hard of hearing by providing a hearing loop.
  • Make sure that necessary employment checks are in place for all staff in respect of persons employed by the practice, specifically the taking up of references prior to employment.
Inspection areas

Safe

No action required

Updated 25 July 2016

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

The practice had robust arrangements in place for infection control, clinical waste, the management of medical emergencies at the practice and dental radiography (X-rays). We found that all the equipment used in the dental practice was well maintained. The practice took their responsibilities for patient safety seriously and staff were aware of the importance of identifying, investigating and learning from patient safety incidents. There were sufficient numbers of suitably qualified staff working at the practice. Staff had received safeguarding training and were aware of their responsibilities regarding safeguarding children and vulnerable adults.

Effective

No action required

Updated 25 July 2016

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

The dental care provided was evidence based and focussed on the needs of the patients. The practice used current national professional guidance including that from the National Institute for Health and Care Excellence (NICE) to guide their practice. We saw examples of positive teamwork within the practice and evidence of good communication with other dental professionals. The staff received professional training and development appropriate to their roles and learning needs. Staff were registered with the General Dental Council (GDC) and were meeting the requirements of their professional registration

Caring

No action required

Updated 25 July 2016

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

We collected 45 completed CQC patient comment cards. These provided a positive view of the service the practice provided. All of the patients commented that the quality of care was very good. Patients commented on friendliness, professionalism and helpfulness of the staff. Three patients told us that staff worked well with their children and four reported that their phobia of the dentists had been overcome.

Responsive

No action required

Updated 25 July 2016

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

Appointments were easy to book and the practice offered extended opening hours to meet the needs of those who worked full-time. The practice offered daily access for patients experiencing dental pain which enabled them to receive treatment quickly if needed. The practice had made some adjustments to accommodate patients with a disability; however its premises were not wheelchair accessible.

There was a clear complaints’ system and the practice responded appropriately to issues raised by patients.

Well-led

No action required

Updated 25 July 2016

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

Effective leadership was provided by an empowered practice manager. The practice manager and other staff had an open approach to their work and shared a commitment to continually improving the service they provided. The practice had robust clinical governance and risk management structures in place. Staff told us that they felt well supported and could raise any concerns with the practice manager. All the staff we met said that the practice was a good place to work.