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Inspection Summary


Overall summary & rating

Updated 28 December 2018

We carried out this announced inspection on 5 December 2018 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

Park Road Dental Care is in Coventry city centre and provides NHS and private treatment to adults and children.

There is level access for people who use wheelchairs and those with pushchairs. Car parking spaces, including one for blue badge holders, are available in the dedicated practice car park. The practice is situated less than a two-minute walk from Coventry train station and is on a bus route.

The dental team includes five dentists, five dental nurses some of whom also cover reception duties, four apprentice dental nurses, one dental hygienist and a practice manager. The practice has four treatment rooms.

The practice is owned by a partnership 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 Park Road Dental Care is the principal dentist. A registered manager is legally responsible for the delivery of services for which the practice is registered.

On the day of inspection, we collected 22 CQC comment cards filled in by patients.

During the inspection we spoke with three dentists, three dental nurses, one 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: from 9am to 5pm

Tuesday: from 8.30am to 7pm

Wednesday: from 9am to 7pm

Thursday: from 9am to 5pm

Friday: from 9am to 5pm

Our key findings were:

  • Strong and effective leadership was provided by the principal dentist and empowered practice manager. Staff felt involved and supported and informed us this was a good place to work.
  • 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. Safeguarding contact details were displayed on a staff notice board. The safeguarding lead was trained to level three.
  • The provider had thorough staff recruitment procedures.
  • The clinical staff provided patients’ care and treatment in line with current guidelines.
  • The provider renovated and moved to this premises in 2011 to expand and enhance the facilities for all patients including those with disabilities. The services were all on the ground floor and were fully wheelchair accessible.
  • Staff treated patients with dignity and respect and took care to protect their privacy and personal information. There was signage in the waiting room advising of a consultation room that was available for patients that required enhanced privacy.
  • Staff were providing preventive care and supporting patients to ensure better oral health. They routinely referred patients to their dental hygienist through a clear care pathway. A copy of the Delivering Better Oral Health toolkit was on available in the waiting room for patients to read.
  • The appointment system took account of patients’ needs. The practice offered extended hours appointments opening until 7pm on Tuesday and Wednesday and opening early from 8.30am on Tuesday.
  • The provider asked staff and patients for feedback about the services they provided. Details of the patient satisfaction survey results were displayed in the waiting room. The results were consistently positive from staff surveys, patient satisfaction surveys and friends and families test surveys.
  • The provider dealt with complaints positively and efficiently.
  • The provider had suitable information governance arrangements.

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

  • Review staff awareness of the requirements of the Mental Capacity Act 2005 and ensure all staff are aware of their responsibilities under the Act as it relates to their role. 
Inspection areas

Safe

No action required

Updated 28 December 2018

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. The practice had an established process for reporting and recording significant events and accidents to ensure they investigated these and took remedial action.

They used learning from incidents and complaints to help them improve. The learning from these was discussed at weekly team ‘huddles’ and staff meetings.

Staff received training in safeguarding people and knew how to recognise the signs of abuse and how to report concerns. Safeguarding contact details and flow charts were displayed in the practice manager’s office and on a staff notice board. The safeguarding lead was trained to level three.

Staff were qualified for their roles and the practice completed essential recruitment checks. We looked at five staff files which held documents in line with the providers recruitment policy.

Premises and equipment were clean and properly maintained. The practice followed national guidance for cleaning, sterilising and storing dental instruments. The building had been thoughtfully designed to incorporate a rear corridor only accessible by staff to transport clean and dirty instruments between the treatment rooms and the decontamination room.

The practice had suitable arrangements for dealing with medical and other emergencies. We found one medicine had not been stored in the fridge and the expiry date had not been adjusted to accommodate this. A replacement for this item was ordered on the day of our visit.

Effective

No action required

Updated 28 December 2018

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 professional, excellent and outstanding. The dentists discussed treatment with patients so they could give informed consent and recorded this in their records.

The practice provided extensive preventative oral hygiene advice and support. They routinely referred patients to their dental hygienist through a clear care pathway.

A copy of the Delivering Better Oral Health toolkit was on available in the waiting room for patients to read.

The practice was very committed to supporting the local community and providing preventive oral hygiene advice. Staff members visited local schools where they demonstrated good tooth brushing techniques and used disclosing liquid to highlight to the young audience the importance of effective tooth brushing. The team also had a stand at a local secondary school careers evening to deliver oral health education and promote the dental sector as a fulfilling career opportunity. Details of these events were captured in local newsletters and thank you letters.

The provider supported staff to complete training relevant to their roles and had systems to help them monitor this. The provider funded online training for all employed staff. External training such as basic life support, infection prevention control and fire safety was provided in house for all staff.

The practice was a British Dental Association (BDA) good practice member. This was a quality assurance programme used to demonstrate the practice was working to nationally agreed standards of good practice on professional and legal responsibilities.

Caring

No action required

Updated 28 December 2018

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

the relevant regulations.

We received feedback about the practice from 22 people. Patients were positive about all aspects of the service the practice provided. They told us staff were extremely helpful, friendly and reassuring. Many patients told us they had been coming to the practice for many years, would not wish to be seen anywhere else and that they would highly recommend this practice.

They said that they were given detailed treatment options in a manner in which patients understood and said their dentist listened to them. Patients commented that the dentists always greeted them with a smile and made them feel at ease, especially when they were anxious about visiting the dentist.

We were told that patients were amazed with the high level of customer service which many commented was excellent. Patients told us that they were always warmly welcomed into the practice, there was a relaxing atmosphere and they never felt rushed.

We saw that staff protected patients’ privacy and were aware of the importance of confidentiality. Patients said staff treated them with dignity and respect.

We observed reception team members supporting patients in a caring, helpful and empathetic manner.

Responsive

No action required

Updated 28 December 2018

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 in pain. The practice offered extended hours appointments opening early on Tuesdays from 8.30am and late on Tuesdays and Wednesdays until 7pm.

Staff considered patients’ different needs. This included providing facilities for patients with a disability and families with children. The practice had been thoughtfully designed and renovated to enable full access to the facilities for patients in wheelchairs. There was an accessible toilet and a low-level area on the reception desk for wheelchair users. A car parking space for blue badge holders was available and could be reserved upon request. The practice had access to telephone interpreter services and had arrangements to help 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. The practice displayed their complaints policy in the patient waiting room and on their website.

Well-led

No action required

Updated 28 December 2018

We found that this practice was providing well-led care in accordance with the relevant regulations.

Strong and effective leadership was provided by the principal dentist and an empowered practice manager. The principal dentist, practice manager and other staff shared a commitment to continually improving the service they provided. There was a no blame culture in the practice. Staff told us that they felt well supported and could raise any concerns with the principal dentist and practice manager. All the staff we met said that they were happy in their work and the practice was a good place to work.

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.

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.