Archived: Crown Dental Surgery

Updated 11 February 2016

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the practice was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.

This inspection took place on the 21 January 2016. The inspection team consisted of a Care Quality Commission (CQC) inspector and a dental specialist advisor.

Prior to the inspection we reviewed information we held about the provider. We informed NHS England area team / Healthwatch that we were inspecting the practice; however we did not receive any information of concern from them.

We also reviewed information we asked the provider to send us in advance of the inspection. This included their latest statement of purpose describing their values and their objectives, a record of any complaints received in the last 12 months and details of their staff members, their qualifications and proof of registration with their professional bodies.

During the inspection we toured the premises and spoke with eight practice staff including, the two principal dentists, the dental therapist, two dental nurses and reception staff. To assess the quality of care provided we looked at practice policies and protocols and other records relating to the management of the service.

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 therefore formed the framework for the areas we looked at during the inspection.

Updated 11 February 2016

We carried out an announced comprehensive inspection on 21 January 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

Crown Dental Surgery offers mainly NHS (approximately 95%) and private dental care services to patients of all ages. The services provided include preventative advice and treatment and routine and restorative dental care. The practice has three treatment rooms, two waiting areas, a reception area and a decontamination room. Treatment and waiting rooms are on the ground and first floor of the premises. There is wheelchair access to the two ground floor treatment rooms, one of which has a specialist dental chair adapted to meet the needs of patients with physical disabilities.

The practice has three dentists, a dental therapist, five qualified dental nurses and two dental nurse trainees; in addition to three receptionists. The practice is open Monday to Friday from 9.00am until 5.30pm and alternate Saturday mornings by arrangement.

We viewed 45 CQC comment cards that had been left for patients to complete, prior to our visit, about the services provided. In addition we spoke with seven patients on the day of our inspection. We reviewed patient feedback gathered by the practice through patient surveys and comments from the NHS Friends and Family Test. Feedback from patients was overwhelmingly positive about the care they received from the practice. They commented staff were caring and respectful and that they had confidence in the dental services provided. Patients told us they had no difficulties in arranging routine and emergency appointments and staff put them at ease and listened to their concerns.

Our key findings were:

• The practice carried out oral health assessments and planned treatment in line with current best practice guidance, for example from the Faculty of General Dental Practice (FGDP). Patient dental care records were detailed and clearly showed on-going monitoring of patients’ oral health.

• Patients commented they felt involved in their treatment and that it was fully explained to them.

• Staff were supported to maintain their continuing professional development (CPD), had undertaken training appropriate to their roles and told us they felt well supported to carry out their work.
• Patients were able to make routine and emergency appointments when needed. There were clear instructions for patients regarding out of hours care.
• The practice had well developed and effective clinical governance and risk management processes in place; including health and safety and the management of medical emergencies.

• The practice had a comprehensive system to monitor and continually improve the quality of the service; including through a detailed programme of clinical and non-clinical audits.
• The practice had an accessible and visible leadership team with clear means of sharing information with staff.