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Surrey Quays Dental Practice

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Inspection Summary


Overall summary & rating

Updated 14 March 2019

We carried out this announced inspection on 26 February 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 Care Quality Commission (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

Surrey Quays Dental Practice is in the London borough of Southwark. The practice provides NHS and private treatment to adults and children.

The dental team includes two principal dentists, an associate dentist and two dental nurses. The practice has two treatment rooms.

The practice is owned by a partnership between the two principal dentists, 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 Surrey Quays Dental Practice at the time of the inspection was one of the principal dentists.

On the day of this inspection, we obtained feedback from 15 patients.

During the inspection we spoke with the principal dentists, the qualified dental nurse, and the receptionist. We checked practice policies and procedures and other records about how the service is managed.

The practice is open at the following times:

  • Monday to Wednesday: 8.15am – 5pm
  • Thursday to Friday: 8.30am – 5pm

Our key findings were:

  • The practice appeared clean and well maintained.
  • The provider had infection control procedures which reflected published guidance.
  • Staff knew how to deal with emergencies. Appropriate medicines and life-saving equipment were available.
  • The practice 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 were providing preventive care and supporting patients to ensure better oral health.
  • The appointment system took account of patients’ needs.
  • 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.
  • The provider had effective leadership and culture of continuous improvement.

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

  • Review the practice’s protocols for ensuring that all clinical staff have adequate immunity for vaccine preventable infectious diseases.
  • Review the practice’s protocols for referral of patients and ensure all referral outcomes are monitored suitably.
Inspection areas

Safe

No action required

Updated 14 March 2019

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 people 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.

All clinical staff had received appropriate vaccinations, including the vaccination to protect them against the Hepatitis B virus. The practice could strengthen arrangements to ensure they checked the effectiveness of this vaccination for all members of clinical staff. They made arrangements for the effectiveness to be checked for a member of staff shortly after the inspection.

Effective

No action required

Updated 14 March 2019

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

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

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

Caring

No action required

Updated 14 March 2019

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

We received feedback about the practice from 15 patients. Patients were positive about all aspects of the service the practice provided. They told us staff were caring, helpful, friendly, attentive and professional. They said that that staff made them feel at ease and treated them with dignity and respect.

Patients said that they were given thorough and clear explanations about dental treatments, and said their dental clinician listened to them.

Staff protected patients’ privacy and were aware of the importance of confidentiality.

Responsive

No action required

Updated 14 March 2019

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

The practice’s appointment system took account of patients’ needs. Patients could get an appointment quickly if they were experiencing dental pain.

Staff had considered patients’ different needs and could offer access to interpreter services including Braille, deaf-blind signing and British Sign Language.

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

Well-led

No action required

Updated 14 March 2019

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 understood by all staff we spoke with. The practice’s staff felt supported, appreciated and listened to.

The practice team kept complete patient dental care records which were, clearly written or typed and stored securely.

The provider 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.