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Inspection Summary


Overall summary & rating

Updated 17 November 2016

We carried out an announced comprehensive inspection on 13 September 2016 to ask the practice the following key questions; Are services safe, effective, caring, responsive and well-led?

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

London Road Dental Practice is located in Sittingbourne, Kent and offers NHS and private general dentistry services to patients. The practice has three dentists and one hygienist who are supported by a practice manager, four dental nurses and two receptionists. The practice has four treatment rooms, one of which is on the ground floor, a reception, two waiting areas, and staff facilities.

The practice is open: Monday – Friday 9am to 5.30pm and Saturdays by appointment only.

The principal dentist is the registered manager. A registered manager is a person who is registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the practice is run.

On the day of inspection we received 28 CQC comment cards providing feedback and spoke to six patients following our inspection. The patients who provided feedback were very positive about the care and attention to treatment they received at the practice. They told us they were involved in all aspects of their care and found the staff to be excellent, great at responding to pain requirements, helpful and they were treated with dignity and respect in a clean and tidy environment.

Our key findings were:

  • Patient care and treatment was planned and delivered in line with evidence based guidelines, best practice and current regulations.
  • Patients received clear explanations about their proposed treatment, costs, benefits and risks and were consistently involved in making decisions about it.
  • Patients were treated with dignity and respect and confidentiality was maintained.
  • The appointment system met patients’ needs. Appointments were easy to book and emergency slots were available each day for patients requiring urgent treatment.
  • There was a complaints system. Staff recorded complaints and cascaded learning to staff.
  • The governance systems were effective.
  • The practice sought feedback from staff and patients about the services they provided.
  • We found that the practice ethos was to provide patient centred dental care in a relaxed and friendly environment.
  • Strong and effective leadership was provided by the principal dentist.
  • Infection control procedures were robust and carried out in accordance with current guidance

The practice was clean, spacious and very well maintained.

Inspection areas

Safe

No action required

Updated 17 November 2016

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

The practice had robust arrangements for essential areas such as infection control, clinical waste control,

management of medical emergencies at the practice and dental radiography (X-rays). We found that all the

equipment used in the dental practice was well maintained. The practice took their responsibilities for patient safety seriously and staff were aware of the importance of identifying, investigating and learning from patient safety incidents. There were sufficient numbers of suitably qualified staff working at the practice. Staff had received safeguarding training and were aware of their responsibilities regarding safeguarding children and vulnerable adults.

Effective

No action required

Updated 17 November 2016

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

The dental care provided was evidence based and focussed on the needs of the patients. The practice used current national professional guidance including that from the National Institute for Health and Care Excellence (NICE) to guide their practice. We saw examples of positive teamwork within the practice and evidence of good communication with other dental professionals. The staff received professional training and development appropriate to their roles and learning needs. Staff were registered with the General Dental Council (GDC) and were meeting the requirements of their professional registration.

Caring

No action required

Updated 17 November 2016

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

We collected 28 completed Care Quality Commission patient comment cards and obtained the views of a further six patients. These provided a positive view of the service the practice provided. All of the

patients commented that the quality of care was very good. Patients commented on friendliness and helpfulness of the staff and dentists were good at explaining the treatment that was proposed.

Responsive

No action required

Updated 17 November 2016

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

The service was aware of the needs of the local population and took these into account in how the practice was run. Patients could access treatment and urgent and emergency care when required. The practice provided patients with written information in language they could understand and had access to telephone interpreter services when required. The practice had ground floor treatment rooms and level access into the building for patients with mobility difficulties and families with prams and pushchairs.

Well-led

No action required

Updated 17 November 2016

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. The principal dentist, practice manager and other staff had an open approach to their work and shared a commitment to continually improving the service they provided. There was a no blame culture in the practice. The practice had robust clinical governance and risk management structures in place. 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.