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Mydentist - Burley Road - Oakham

Inspection Summary


Overall summary & rating

Updated 6 June 2017

We carried out this announced inspection on 5 May 2017 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

Mydentist, Burley Road, Oakham is in the county town of Rutland in the East Midlands and provides NHS and private treatment to patients of all ages.

There is a small single step at the front entrance of the building. Measures have been taken to enable people who use wheelchairs and pushchairs access to the practice if required. Car parking spaces, including those for patients with disabled badges, are available in a public car park directly opposite to the practice building.

The dental team includes five dentists, six dental nurses (including two trainees), a receptionist and a practice manager. At the time of our inspection, the practice were seeking to recruit a hygienist. The practice has four treatment rooms with one 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 Mydentist, Burley road, Oakham is the practice manager.

On the day of inspection we collected 27 CQC comment cards filled in by patients. This information mainly gave us a positive view of the practice.

During the inspection we spoke with one dentist, three dental nurses (one who also works as a receptionist) and the practice manager. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open: Monday to Friday 8.30am to 6pm.

Our key findings were:

  • The practice ethos included the provision of high quality dental care to its patients and offering excellent access to treatment in a welcoming environment.
  • Effective leadership was provided by the provider with support from empowered practice management.
  • Staff had been trained to deal with emergencies and appropriate medicines and life saving equipment was readily available in accordance with current guidelines.
  • The practice appeared clean and well maintained.
  • The practice had infection control procedures which reflected current published guidance.
  • The practice had effective processes in place and staff knew their responsibilities for safeguarding adults and children living in vulnerable circumstances.
  • The practice had adopted a process for the reporting and shared learning when untoward incidents occurred in the practice.
  • Clinical staff provided dental care in accordance with current professional and National Institute for Care Excellence (NICE) guidelines.
  • The practice were aware of the needs of the local population and took this into account when delivering the service.
  • Patients had access to treatment and urgent and emergency care when required.
  • Staff received training appropriate to their roles and were supported in their continued professional development (CPD) by the practice.
  • Staff we spoke with felt supported by the provider and were committed to providing a quality service to their patients.
  • The practice asked staff and patients for feedback about the services they provided. Information we obtained from 27 Care Quality Commission cards provided mainly positive feedback.

There were areas where the provider could make improvements. They should:

  • Review their arrangements for staff communications in the event of an emergency as staff did not have access to panic buttons.
  • Consider undertaking a risk assessment to determine whether a second ultra-sonic bath was required for mechanical cleaning of dental instruments.
Inspection areas

Safe

Updated 6 June 2017

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 and complaints 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

Updated 6 June 2017

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 and effective. The dentists discussed treatment with patients so they could give informed consent and recorded this in their records.

The practice had clear arrangements when patients needed to be referred to other dental or health care professionals.

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

Caring

Updated 6 June 2017

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

the relevant regulations.

We received feedback about the practice from 27 people. Most patients were positive about all aspects of the service the practice provided. They told us staff were caring, gentle and professional. They said that they were confident with the dentist’s expertise, given honest 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

Updated 6 June 2017

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 had access to interpreter services and were able to assist any patients with sight or hearing loss.

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

Well-led

Updated 6 June 2017

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.

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.