You are here

The provider of this service changed - see old profile

Inspection Summary


Overall summary & rating

Updated 4 November 2016

We carried out an announced comprehensive inspection on 12 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

Benfleet Dental Centre is situated in a purpose converted building in Hadleigh, Essex.

The practice has three treatment rooms, one which is located on the ground floor and a combined patient waiting and reception area. Decontamination takes place in a dedicated decontamination room (Decontamination is the process by which dirty and contaminated instruments are bought from the treatment room, washed, inspected, sterilised and sealed in pouches ready for use again).

The practice is registered as an organisation. The principal dentist is the registered manager. 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.

Four dentists, four dental nurses, one hygienist, a practice manager, practice administrator and two receptionists work at the practice.

The practice offers NHS and private general and cosmetic dental treatments to adults and children. The opening hours of the practice are 8am to 5pm on Mondays, Wednesdays and Thursdays, 8am to 7.30pm on Tuesdays, 8am to 5pm on Fridays and 9am to 3pm on Saturdays.

This inspection was unannounced so we did not send comment cards for patients to complete. During the inspection we spoke with five patients.

Our key findings were:

  • There was an effective complaints system and learning from complaints, accidents and other incidents was used to make improvements where this was required.
  • The practice was visibly clean and clutter free and Infection control practices met national guidance.
  • There were a number of systems in place to help keep people safe, including safeguarding vulnerable children and adults, health and safety and fire safety procedures and risk assessments.
  • There were procedures in place for dealing with medical emergencies. Staff were trained and the practice had the recommended medicines and equipment.
  • Dental care and treatments were carried out in line with current legislation and guidelines.
  • Patients reported that the dentists and dental nurses were professional. Patients said that they received excellent dental care and staff were understanding, polite and helpful.
  • Patients were provided with detailed information to help them undertand their treatment and they were involved in making decisions about their care and treatments.
  • Patients consent was obtained before treatment was carried out.
  • The practice provided a flexible appointments system and could normally arrange a routine appointment within a few days or emergency appointments mostly on the same day.
  • There was appropriate equipment for staff to undertake their duties, and equipment was well maintained.
  • Governance arrangements were in place for the smooth running of the service. There were systems for monitoring several aspects of the practice to help improve the quality of services provided.
  • Patient’s views were sought and used to make improvements to the service where these were identified.

Inspection areas

Safe

No action required

Updated 4 November 2016

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

The practice had systems and processes in place to provide safe care and treatment and to assess and minimise risks. There were a range of risk assessments in place including fire safety, health and safety and legionella. These were reviewed regularly and appropriate action taken as needed to help keep people safe.

The practice had procedures in place to safeguard children and vulnerable adults. The dentists and dental nurses understood their responsibilities in this area. There were arrangements to ensure that staff had up to date training and staff wo we spoke with were aware of how to recognise and report any concerns about the welfare of patients.

The practice was visibly clean and infection control procedures were in line with national guidance.

The cleaning and decontamination of dental instruments was carried out in line with current guidelines. Regular infection control audits were carried out to identify and minimise risks to patients and staff.

Equipment within the practice was regularly checked, serviced and maintained according to the manufacturer’s instructions.

The practice had of the recommended equipment and medicines for use in medical emergencies. There were systems to regularly check these so that they were available if needed and in date. Staff had undertaken appropriate life support training and were aware of their roles and responsibilities in relation to this.

Staff employed at the practice had been appropriately recruited and were supported to meet patients’ needs.

Effective

No action required

Updated 4 November 2016

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

Consultations were carried out in line with good practice guidance from the National Institute for Health and Care Excellence (NICE). On joining the practice, patients underwent an assessment of their oral health and were asked to provide a medical history. This information was reviewed and used to plan patient care and treatment. Patients were recalled after an agreed interval for an oral health review, during which their medical histories and examinations were updated and any changes in risk factors recorded. However patient records were not audited in line with current guidelines. For example audits were not carried out to ensure that consent and medical history information was recorded appropriately.

Patients were offered options of treatments available and were advised of the associated risks and intended benefits. Patients were provided with a detailed written treatment plan which detailed the treatments considered and agreed together and the fees involved.

Patients were referred to other specialist services where appropriate and in a timely manner.

The dentists and dental nurses were registered with the General Dental Council (GDC) and maintained their registration by completing the required number of hours of continuing professional development activities.

Caring

No action required

Updated 4 November 2016

We found that this practice was providing caring services in accordance with

the relevant regulations.

The practice had procedures in place for respecting patients’ privacy, dignity and providing compassionate care and treatment. A private room was available should patients wish to speak confidentiality with the dentists or reception staff. Staff had access to policies and there were procedures around promoting equality and diversity.

The practice encouraged patients to participate in the NHS Friends and Family Test. Comments made by patients reflected patient’s high levels of satisfaction with how they were treated by staff. Patients indicated that they received excellent care and that staff treated them with kindness and compassion. They said that staff were understanding, caring, kind and sensitive particularly when patients were experiencing pain or anxiety.

Patients who we spoke with also indicated that they were able to be involved in making decisions about their dental care and treatment. They said that they were allocated enough time and that treatments were explained in a way that they could understand, which assisted them in making informed decisions.

Responsive

No action required

Updated 4 November 2016

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

Patients could access routine treatment and urgent care when required. Appointments could be booked in person, by telephone or online via the practice website. The practice operated a triage system to help identify and prioritise urgent same day access for patients experiencing dental pain which enabled them to receive treatment quickly. Dedicated emergency appointments were available each day.

The opening hours of the practice were 8am to 5pm on Mondays, Wednesdays and Thursdays, 8am to 7.30pm on Tuesdays, 8am to 5pm on Fridays and 9am to 3pm on Saturdays.

The practice had a complaints process which was available to support any patients who wished to make a complaint. The process described the timescales involved for responding to a complaint and who was responsible in the practice for managing them.

Complaints were investigated and responded to in a timely way and patients were provided with an appropriate explanation and an apology offered when things went wrong or patients were dissatisfied with the treatment they received.

The practice had considered the needs of patients with physical impairments and made reasonable adjustments to help accommodate these needs.

Well-led

No action required

Updated 4 November 2016

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

The practice had a range of systems in place to assess and monitor the safety and quality of services provided. Staff had access to appropriate policies and procedures which underpinned the day to day management of the practice.

The practice carried out regular audits to monitor its performance and help improve the services offered. For example, X-ray audits and infection control audits which are mandatory, clinical examinations and patients’ dental care records audits were routinely carried out and improvements made as needed.

Staff were provided with appropriate training their learning and development were reviewed at appropriate intervals through a process of assessment, appraisal and supervision.

The practice regularly sought and acted on feedback from patients in order to improve the quality of the service provided.