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Inspection report

Date of Inspection: 20 May 2013
Date of Publication: 14 June 2013
Inspection Report published 14 June 2013 PDF

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 20 May 2013, observed how people were being cared for and talked with people who use the service. We 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

The provider had an appropriate system in place for gathering, recording and evaluating information about the quality and safety of care the service provided.

We looked at examples of audits that had been undertaken. We saw evidence that there were established systems in place to ensure that the internal auditing of the practice covered all areas.

The practice had a number of files which contained the practice’s staff training information, policies and procedures, contracts for maintenance of equipment, waste disposal and other required information. We looked at a sample of the practice’s policies and procedures. We found the policies and procedures to be detailed, clearly written and easy to understand. The policies and procedures had been reviewed and updated as necessary.

Staff told us that staff meetings were held regularly and these meetings were used as a forum to monitor quality of service provision such as progress of audits, significant events, complaints, infection control, and maintenance of equipment, training, policies and safeguarding. We saw records of staff meetings that verified they took place on a regular basis.

We spoke with three people using the service. All three people said they would be confident to speak with the dentists or staff if they had any worries, concerns or suggestions. People said they felt confident that the practice staff would “listen and address any issues or concerns.”

We found that regular patient satisfaction surveys had been undertaken to obtain and act on people’s views. We saw the results of the most recent satisfaction survey that was dated July 2012. This detailed a high degree of satisfaction with the services provided.

We saw that incidents were monitored so that any trends or patterns could be identified and addressed. A complaints procedure was in place so that people could voice any concerns. No formal complaints had been made about the practice in recent years. However, the dentist gave assurances that any complaints received would be responded to and recorded so that they could be monitored and audited.