Updated 10 October 2019
We carried out this announced inspection on 5 September 2019 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
Laurel Cottage Dental Practice is in Bovingdon, Hertfordshire and provides NHS and private treatment to adults and children.
The practice is located in a converted terraced cottage in the centre of the village. There is level access for people who use wheelchairs and those with pushchairs. Car parking is available directly outside the practice and in the surrounding streets.
The dental team includes five dentists, three dental hygienists and three dental nurses. The clinical team are supported by a practice manager, a compliance co-ordinator and two receptionists. The practice has three treatment rooms.
The practice is owned by an organisation 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 Laurel Cottage Dental Practice is the practice manager.
On the day of inspection, we collected 19 CQC comment cards filled in by patients. We also received 151 comments about the service via the CQC website.
During the inspection we spoke with the practice manager, the compliance co-ordinator, two dentists, two dental nurses, one hygienist and one receptionist. We looked at practice policies and procedures and other records about how the service is managed.
The practice is open: Monday, Wednesday and Thursday from 8.30am to 5pm, Tuesday from 9am to 5pm, Friday from 8.30am to 4pm and Saturday from 9am to 1pm.
Our key findings were:
- The practice appeared clean and well maintained.
- The provider had infection control procedures which reflected published guidance. We identified that not all members of the clinical team used the autoclave to sterilise handheld spittoons inbetween patients. Following the inspection, we received evidence to show that this had been discussed within the team and implemented by all members of staff.
- Staff knew how to deal with emergencies. Appropriate medicines and life-saving equipment were available. An automated external defibrillator was available in the village hall rather than on site. There was scope to further improve the accompanying risk assessment for this decision.
- The provider had systems to help them manage risk to patients and staff.
- The provider had suitable safeguarding processes and staff knew their responsibilities for safeguarding vulnerable adults and children.
- The provider 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.
- Staff provided preventive care and supported patients to ensure better oral health.
- The appointment system took account of patients’ needs.
- The provider had effective leadership and culture of continuous improvement.
- Staff felt involved and supported and worked well as a team.
- The provider asked staff and patients for feedback about the services they provided.
- The provider dealt with complaints positively and efficiently.
- The provider had suitable information governance arrangements.