You are here

The provider of this service changed - see old profile

Inspection Summary


Overall summary & rating

Updated 9 March 2018

We carried out this announced inspection on 30 January 2018 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.

Background

Oakleigh Dental practice is in Halesowen and provides NHS and private treatment to patients of all ages.

There is ramped access to the rear of the practice for people who use wheelchairs and pushchairs. Four car parking spaces are available at the front of the practice and parking is also available on local side roads and in a pay and display car park near the practice.

The dental team includes three dentists, five dental nurses, (two of which also act as assistant managers and one is the practice manager) a dental therapist and a reception manager. The practice has four treatment rooms.

The practice is owned by a partnership and as a condition of registration must have a person registered with the Care Quality Commission as the registered manager. Registered managers have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the practice is run. The registered manager at Oakleigh Dental practice was one of the partners and was present during this inspection.

On the day of inspection we received feedback from 42 patients and this information gave us a positive view of the practice.

During the inspection we spoke with two dentists (including the registered manager), five dental nurses (including two assistant managers and the practice manager), one dental hygiene therapist and the reception manager. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open: 9am to 8pm on Monday, 9am to 6pm on Tuesday and Thursday, 8am to 6pm on Wednesday and 8am to 5pm on Friday.

Our key findings were:

  • The practice was clean and well maintained.
  • The practice had infection control procedures which reflected published guidance. Infection prevention and control audits were completed four times per year, which is over and above the recommendations set out in HTM 01-05.
  • Staff knew how to deal with emergencies. Not all appropriate medicines and life-saving equipment were available but these were purchased during the inspection.
  • 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.
  • 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.
  • The practice had effective leadership. Staff felt involved and supported and worked well as a team. Staff were given lead roles and took pride in these roles.
  • The practice asked staff and patients for feedback about the services they provided.
  • The practice dealt with complaints positively and efficiently.

Inspection areas

Safe

No action required

Updated 9 March 2018

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. An annual meeting was also held to discuss any complaints and monitor any themes.

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

Staff were qualified for their roles and the practice completed essential recruitment checks.

Premises and equipment were clean and properly maintained. The practice followed national guidance for cleaning, sterilising and storing dental instruments.

The practice had suitable arrangements for dealing with medical and other emergencies.

Effective

No action required

Updated 9 March 2018

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 excellent quality, professional and efficient. 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. Some improvements were implemented to monitoring systems in place to ensure referrals were received and acted upon.

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

Caring

No action required

Updated 9 March 2018

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

We received feedback about the practice from 42 people. Patients were positive about all aspects of the service the practice provided. They told us staff were caring, polite and attentive. They said that they were given detailed information and explanations 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.

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 9 March 2018

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. Dental care had been provided to a vulnerable person who was in dental pain, but was not registered with the practice.

Staff considered patients’ different needs. This included providing facilities for disabled patients and families with children. The practice had access to interpreter services and had arrangements to help patients with sight or hearing loss.

The practice took patients views seriously. They valued compliments from patients and responded to concerns and complaints quickly and constructively.

Well-led

No action required

Updated 9 March 2018

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. Staff had the opportunity to contribute ideas and suggestions and these were recorded in meeting minutes. Formal practice meetings were held once per fortnight and informal huddle meetings held twice per week. Staff were also provided information via a WhatsApp group when information was to be shared immediately.

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.