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Inspection report

Date of Inspection: 12 February 2013
Date of Publication: 7 March 2013
Inspection Report published 7 March 2013 PDF

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 looked at the personal care or treatment records of people who use the service, carried out a visit on 12 February 2013, observed how people were being cared for and talked with people who use the service. We talked with staff.

Our judgement

The provider had an effective system to regularly assess and monitor the quality of service that people receive

Reasons for our judgement

We discussed quality assurance with the practice manager. We saw that there was a suggestions box in the patient waiting area. We were shown some of the suggestions such as a request for a television or radio to occupy people whilst they were waiting to see the dentist. We heard a radio playing and were told that this had been introduced because of the suggestion made. We saw a random sample of the patient satisfaction surveys. The receptionist sent out satisfaction surveys with appointment reminder letters. The satisfaction surveys seen did not have a date of sending or return. It was difficult to identify when these were sent out to people. We were told they were sent out in August 2012. The surveys we saw recorded that people were happy with the service provided. We were told that the next survey would be sent out in August 2013. We were not shown any action plans which would demonstrate action taken following comments made on satisfaction surveys.

We talked about audits of working practices undertaken. We were told that there was no patient record card or waiting time audit undertaken. We were not shown any audit documents to demonstrate that staff have the necessary skills and working practices were being followed. The provider may wish to note that there were no audit systems in place to monitor patient satisfaction or to demonstrate that the service was working to industry standards. We saw a performance development plan completed on behalf of Denplan. We saw that waiting time audits had been identified as an issue for action. Other issues for action were identified in the Denplan document. There was no action plan showing action taken to address issues identified. We asked the people we spoke with over the telephone about waiting times, one person told us, “There is usually no wait, occasionally five minutes but no longer”. Another person said, “I am usually seen on time, I can’t fault the dentist”.

We saw the service reports and maintenance contracts for equipment used in the decontamination processes. We looked at test records to demonstrate that decontamination equipment was working effectively. This helped to ensure that equipment required for daily use was in good working order.

Appropriate contracts were in place for the disposal of clinical and domestic waste. This meant that the dental practice had systems in place for the safe removal of clinical and domestic waste.

This dental practice had treatment rooms on the ground and first floor. There was a step to gain access to the reception area. We were told that a portable ramp was used to enable people who used wheelchairs to gain access to the dental surgery. We spoke with people over the telephone about access to the dental surgery. One person told us, “They put a ramp out for me, they always help me to get in to the dental surgery”. Another person said, “They have a ramp which they put out. They usually see me park my car and then they come out and help me, they are very good”.