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Inspection report

Date of Inspection: 30 January 2013
Date of Publication: 14 March 2013
Inspection Report published 14 March 2013 PDF | 75.34 KB

The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care (outcome 16)

Meeting this standard

We checked that people who use this service

  • Benefit from safe quality care, treatment and support, due to effective decision making and the management of risks to their health, welfare and safety.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 30 January 2013 and talked with staff.

Our judgement

The provider had an effective system to regularly assess and monitor the quality of service that people receive.

Reasons for our judgement

People who use the service, their representatives and staff were asked for their views about their care and treatment and they were acted on.

We looked at the monthly complaints and compliments log and it showed the majority of people using the practice were happy with the service. The practice manager told us comments from patients were discussed at the weekly practice meeting, which included actions to address any negative comments. We looked at the 2012 patient satisfaction survey and saw the results of the survey communicated in the practice newsletter and the majority of comments were positive.

The associate dentist explained the practice had a 'master plan', used to monitor the quality of the service. We looked at the 'master plan' and it contained information about what audits, training and policy reviews were required every month. The practice manager and dental nurse we spoke with confirmed they referred to the 'master plan' to inform them of their audit responsibilities. The practice manager told us, “It's the only way to keep on top of it".

The manager showed us the programme of audits completed in January and these reflected what was in the 'master plan'. Audits included, ensuring all patients had an up to date medical history, patients had signed consent forms and written estimates included, all the costs of treatment and options were discussed. We also saw that the practice manager reviewed the practice register every month to ensure appointments offered were meeting the needs of patients.