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Birchfield Dental Practice (New Milton)

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Inspection report

Date of Inspection: 26 June 2013
Date of Publication: 1 August 2013
Inspection Report published 01 August 2013 PDF | 76.24 KB

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 carried out a visit on 26 June 2013, observed how people were being cared for, talked with people who use the service and talked with staff. We reviewed information given to us by the provider.

Our judgement

The provider had an effective system in place to identify, assess and manage risks to the health, safety and welfare of people who use the service and others.

Reasons for our judgement

The provider had robust systems in place to regularly monitor the quality of service provided. We saw that a large number of audits were carried out during the year in accordance with the requirement of the HTM 01-05, examples of these were; Legionella and water safe, hand hygiene, sharps injuries, environmental cleaning, emergency drugs and equipment and cross infection control.

The manager told us they randomly selected 100 patients each month to send out patient survey questionnaires to. We saw that the 2013 survey results had been published in a clear format and placed in the waiting room for patients to read. We noted the survey results were very positive with many sections scoring 100% on performance.

The manager told us there were a variety of ways patients could give their feedback, such as via the practice website, the suggestion box located in the practice and their Facebook page. Quotes from the latest patient survey results stated, “I feel nervous at the dentist but they make me feel as calm as they can here and they are very friendly so that helps me a lot” and “professional, courteous, well informed and patient focussed”.

We saw clear information was displayed in the waiting rooms concerning the practices complaints procedure. The manager showed us the practices complaints procedures. We saw there had been five complaints from the period June 2011 to June 2012. We saw each complaint had been acknowledged, investigated, analysed and preventative action taken where appropriate. The manager stated complaints were discussed at the monthly staff meetings and experiences and learning from incidents taken on board and shared with the staff. We saw evidence of this process during the inspection.

This all showed that people who used the service were asked for their views about their care and treatment and they were acted on.

We saw the provider had a system in place to check the quality of the service they provided was maintained. These included checking the quality of; x-rays, AED maintenance, daily reception and waiting room audits and fire alarm tests.