Archived: mydentist, Turret House, Bodmin

We carried out this announced inspection on 30 July 2019 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 and a second specialist dental advisor observer.

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

Mydentist, Turret House is in Bodmin and provides NHS and private treatment to adults and children.

The practice is on the first floor of a commercial building, accessed by a set of stairs. Car parking spaces are available near the practice.

The dental team includes two dental nurses, two receptionists, a practice manager and an occasional visiting orthodontist (depending upon demand and patient need). The practice will have no permanent dentist for general dentistry from August 2019. The provider is working to an action plan to appoint into the vacant dental positions at the practice and provide temporary cover. The practice has two treatment rooms.

The practice is owned by a company 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 Mydentist, Turret House, Bodmin is the practice manager.

On the day of inspection, we collected 14 CQC comment cards filled in by patients. This gave us a positive view of the practice, although patients commented on the situation with a lack of dentist availability at the practice.

During the inspection we spoke with two dental nurses, one receptionist, the practice manager, a second practice manager from another company practice and a regulatory officer from Mydentist. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open: Monday, Tuesday and Wednesday9am – 5:30pm. Thursday 9am - 6.30pm. Friday 9am - 5pm. Current arrangements are that dental appointments are being diverted to other practices where there are clinicians available to see patients.

Our key findings were:

• The practice appeared clean and well maintained.
• The premises had recently been upgraded and refurbished to a high standard.
• The provider had infection control procedures which reflected published guidance.
• Staff knew how to deal with emergencies. Appropriate medicines and life-saving equipment were available.
• The provider had systems to help them manage risk to patients and staff.
• The provider had suitable safeguarding processes and staff knew their responsibilities for safeguarding vulnerable adults and children.
• The provider 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.
• Staff provided preventive care and supporting patients to ensure better oral health.
• The provider had effective leadership and culture of continuous improvement.
• Staff felt involved and supported and worked well as a team.
• The provider asked staff and patients for feedback about the services they provided.
• The provider dealt with complaints positively and efficiently.
• The provider had suitable information governance arrangements.

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

• Review the practice's staffing levels and ensure the practice can provide routine appointments in a timely manner to its patients.

• Review the practice’s protocols to ensure audits, where appropriate, have documented learning points and the resulting improvements can be demonstrated.