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This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Updated 6 September 2017

We carried out this announced inspection on 31 July 2017 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.

Our key findings were:

  • The practice was clean and well maintained. However, there was scope for the practice to assess the risk of cross infection from equipment used by the cleaning company to clean the premises.
  • The practice had infection control procedures which reflected published guidance.
  • Patients provided positive feedback about the service and the staff.
  • Staff knew how to deal with emergencies. Appropriate medicines and life-saving equipment were available.
  • The practice had systems to help them manage risk.
  • The practice had suitable safeguarding processes and staff knew their responsibilities for safeguarding adults and children.
  • The practice had thorough staff recruitment procedures. Photographic ID was not stored in staff records.
  • The clinical staff provided patients’ care and treatment in line with current guidelines.
  • Staff treated patients with dignity and respect and took care to protect their privacy and personal information.
  • The appointment system met patients’ needs. Patients reported they could get appointments when they needed them.
  • The practice had effective leadership. Staff felt involved and supported and worked well as a team.
  • The practice asked staff and patients for feedback about the services they provided.
  • The practice valued patient feedback and had a process to deal with complaints positively and efficiently.

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

  • Review the practice’s systems in place for environmental cleaning taking into account current national guidelines.
  • Review the practice's recruitment policy and procedures to ensure accurate, complete and detailed records are maintained for all staff.
  • Introduce and embed protocols regarding the prescribing and recording of antibiotic medicines taking into account guidance provided by the Faculty of General Dental Practice in respect of antimicrobial prescribing.
Inspection areas

Safe

No action required

Updated 6 September 2017

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. They used learning from incidents and complaints to help them improve.

Staff received training in safeguarding and knew how to recognise the signs of abuse and how to report concerns.

The dentists and hygienist were qualified for their roles and the practice completed essential recruitment checks. However not all staff had photographic ID in their records. The trainee dental nurses were mentored and supported by the principal dentist in their training and professional development.

Premises and equipment were clean and properly maintained. However, there was scope for the practice to assess the risk of cross infection from equipment used by the cleaning company to clean the premises and to confirm that cleaning equipment used to clean the practice was not used for other services. Following the inspection the registered manager confirmed they had taken immediate action and were in the process of revisiting the contract with the cleaning company, assessing the risk of cross infection from equipment used and were putting systems in place to ensure they had oversight of the ownership and storage of cleaning mops and could therefore provide assurance around the risks and their mitigation.

The practice followed national guidance for cleaning, sterilising and storing dental instruments.

The practice had suitable arrangements for dealing with medical and other emergencies. Following two incidents of medical emergencies at the practice, the provider had undertaken further training with staff to ensure they were better informed and more confident when dealing with a medical emergency.

Effective

No action required

Updated 6 September 2017

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 and up to date. The dentists discussed treatment with patients so they could give informed consent and recorded this in their records.

The practice had clear arrangements when patients needed to be referred to other dental or health care professionals.

The practice supported staff to complete training relevant to their roles and had systems to help them monitor this.

Caring

No action required

Updated 6 September 2017

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

We received feedback about the practice from 20 people. Patients were positive about all aspects of the service the practice provided. They told us staff were caring and compassionate. They said that they were given time to understand their treatment and staff were polite, professional and reassuring and said their dentist listened to them. Patients commented that they made them feel at ease, especially when they were anxious about visiting the dentist. Several patients commented that they had stayed with the practice when it moved to its new location, preferring to travel and remain as a patient with the practice.

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

Responsive

No action required

Updated 6 September 2017

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

The practice’s appointment system was efficient and met patients’ needs. Patients could get an appointment quickly if in pain.

Staff considered patients’ different needs. This included providing facilities for disabled patients and families with children. Several members of staff spoke up to five languages and the practice had access to telephone interpreter services. The provider was in the process of requesting a hearing loop and exploring arrangements to help patients with sight or hearing loss.

The practice took patients’ views seriously. The practice had not received any complaints; however we saw they had an ethos which valued compliments from patients and a protocol to respond to concerns and complaints quickly and constructively. 

Well-led

No action required

Updated 6 September 2017

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

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. There was a clearly defined management structure and staff felt supported and appreciated.

The practice team kept complete patient dental care records which were, clearly written or typed and stored securely.

The practice 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.