Dencall - University Hospital of North Durham

We carried out this announced focused inspection on 6 May 2022 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 location 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 usually ask five key questions, however due to the ongoing COVID-19 pandemic and to reduce time spent on site, only the following three questions were asked:

• Is it safe?

• Is it effective?

• Is it well-led?

These questions form the framework for the areas we look at during the inspection.

Our findings were:

• The dental clinic was visibly clean and well-maintained.
• The dental clinic had infection control procedures which reflected published guidance.
• Staff knew how to deal with medical emergencies. Appropriate medicines and life-saving equipment were available.
• The dental clinic had systems to help them manage risk to patients and staff.
• Safeguarding processes were in place and staff knew their responsibilities for safeguarding vulnerable adults and children.
• The provider had staff recruitment procedures which reflected current legislation.
• The clinical staff provided patients’ care and treatment in line with current guidelines.
• Patients were treated with dignity and respect and staff 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.
• There was effective leadership and a culture of continuous improvement.
• Staff felt involved and supported and worked as a team.
• Complaints were dealt with positively and efficiently.
• The dental clinic had information governance arrangements.

Background

Dencall 2005 Ltd provides out of hours, urgent and emergency NHS dental care across North East England and Cumbria and operates as part of the Dental Clinical Assessment Service (DCAS). Dental nurses from Dencall 2005 Ltd undertake triage of callers experiencing urgent dental issues to ensure those in need of dental care receive this within an appropriate timescale.

Dencall 2005 Ltd has four locations; this report is about Dencall – University Hospital North Durham, County Durham.

Dencall 2005 Ltd have a Service Level Agreement (SLA) with County Durham and Darlington NHS Foundation Trust to utilise a treatment room, storage facilities and equipment in University Hospital North Durham.

There is level access into the dental clinic for people who use wheelchairs and those with pushchairs. Car parking spaces, including dedicated parking for disabled people, are available in the hospital grounds.

The Dencall 2005 Ltd team includes two directors, an operational lead, two operational managers, an office administrator, six DCAS dentists, 25 dental surgeons, 40 dental triage nurses and 20 dental nurses. On-call staff work in rotation at University Hospital North Durham.

During the inspection we spoke with the directors, the operational lead, one operational manager, a dental surgeon and a dental triage nurse.

The dental clinic is open:

Monday to Friday 6pm to 11pm; appointments are triaged and booked into the clinic according to treatment need.

Saturday, Sunday and Bank Holidays 9am to 11pm.

There are fixed clinic times during these hours to provide face-to-face treatment to patients where triage shows this is required.