Highland View Dental Surgery Leigh

Updated 10 December 2015

This announced inspection was carried out on 22 September 2015 by an inspector from the Care Quality Commission (CQC) and a dental specialist advisor.

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 therefore formed the framework for the areas we looked at during the inspection.

Prior to the inspection we reviewed information we held about the provider.

During the inspection we viewed the premises, spoke with one dentist, the practice manager and three dental nurses. To assess the quality of care provided we looked at practice policies and protocols and other records relating to the management of the service. We also looked at a sample of patient records.

We also reviewed information we asked the provider to send us in advance of the inspection. This included their latest statement of purpose describing their values and objectives and a record of any complaints received in the last 12 months.

We obtained the views of 45 patients who had filled in CQC comment cards and we spoke with four patients who used the service on the day of our inspection.

Updated 10 December 2015

We carried out an announced comprehensive inspection on 22 September 2015 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

Highlands View Dental Surgery offers private dental care services to patients of all ages. The practice is located in Leigh on Sea in Essex. The premises are situated on the ground floor of an adapted residential building. The services provided include preventative advice and treatment, routine restorative and cosmetic dental care. The practice is a specialist referral service and provides periodontic, endodontic and orthodontic treatments and treatment under sedation including dental implants and a range of oral surgery treatments.

The practice is managed by two dentist partners. One of the dentists is the registered manager. A Registered Manager is a person who is registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. 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. The dental practice employs a practice manager, two receptionists and four dental nurses.

The practice is open between 8 am and 5pm on Mondays to Fridays.

We spoke with four patients who used the service on the day of inspection and reviewed 45 completed CQC comment cards. Patients we spoke with and those who completed comment cards were very positive about the care they received about the service. Patients told us that staff were professional and helpful. They said that they could access appointments that suited them and they were given sufficient time to discuss their treatment. Patients commented very positively about the services they received, They told us that dentists explained treatments in a way that they could understand, listened to them and were caring and kind. A number of patients who completed comment cards said that they had recommended the dental practice to their friends and families.

Our key findings were:

• The practice had procedures and reporting forms reporting significant and safety events. We were told that no significant events had been reported within the previous 12 months. Staff told us that in the event these would be fully investigated and learning would be shared with staff and monitored to help improve patient safety.
• There were systems in place to reduce the risk and spread of infection. We found that all treatment rooms and equipment appeared clean. Dental instruments were cleaned and sterilised in line with current guidance.
• There were systems in place to check all equipment had been serviced regularly, including the suction compressor, autoclave, fire extinguishers, oxygen cylinder and the X-ray equipment.
• The practice had safeguarding policies and procedures in place. Staff had received safeguarding children and adults training and knew the processes to follow to raise any concerns.
• Patient’s care and treatment was planned and delivered in line with evidence based guidelines, best practice and current legislation. The dentists were proactive and acted on changes in guidance and to ensure that these were incorporated in the practice policies and procedures and imbedded into practice.
• The practice supported staff training and development and ensured they maintained the necessary skills and competence to support the needs of patients.
• There were sufficient numbers of suitably qualified staff to meet the needs of patients.
• Staff had been trained to handle medical emergencies and appropriate medicines and life-saving equipment were readily available and checked regularly so that they were fit for use.
• Patients received clear explanations about their proposed treatment, costs, intended benefits and potential risks. Patients we spoke with and those who completed comment cards told us that they were involved in making decisions about their dental care and treatment.
• Patients were treated with dignity and respect and confidentiality was maintained.
• The appointment system met the needs of patients and waiting times were kept to a minimum.
• The practice had procedures for handling and responding to complaints and the practice was open and transparent with patients and offered a suitable apology if a mistake had been made.
• The practice was well-led and staff felt valued, involved and worked as a team. Staff meetings were routinely held to help share information and learning.
• Governance systems were effective and there was a range of clinical and non-clinical audits to monitor the quality of services.
• The practice sought feedback from staff and patients about the services they provided and acted on this to improve its services.