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Reigate Specialist Orthodontic Practice

The provider of this service changed - see old profile

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Inspection report

Date of Inspection: 23 January 2014
Date of Publication: 27 February 2014
Inspection Report published 27 February 2014 PDF | 84.41 KB

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 23 January 2014, talked with people who use the service and talked with staff.

Our judgement

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

Reasons for our judgement

We found that the service regularly assessed and monitored the quality of the service provided.

Patients and their representatives were asked for their views at the start of their treatment with a start of treatment questionnaire and at the end of treatment with a post treatment questionnaire. Both these questionnaires covered questions on the practice such as” is the practice welcoming?” the Orthodontist and the treatment such as “are my teeth straighter?” The patients can either complete the form whilst in the practice or the questionnaire can be returned by post. We were told by the registered manager that after analysing the questionnaires a report is written which is then discussed with all the staff at the next staff meeting to inform staff and involve them in improving the quality of the care provided. We were given examples by the registered manager of how the practice had responded to comments made on the questionnaires, in one example the availability of appointments was brought up, the practice responded by offering earlier and later appointment times and opening the practice on a Saturday morning at half term. Another example where the questionnaire prompted a change in practice was the introduction of invisible braces after patients commented on the appearance of the braces. This showed that the provider was responsive to the needs of their patients.

We saw that there was a policy in place about dealing with accidents. Accidents and incidents were recorded with a description of the event. The last input was in December 2013 and the actions taken were documented and a satisfactory outcome was achieved.

We observed leaflets within the practice that contained information for patients about how to lodge a complaint. We saw the information was available on the practices web site as well as being available to staff in the staff handbook. The registered manager told us about the complaints policy and how a timeline existed to manage the complaint effectively. The procedure involved meeting the complainant in person within three days to achieve a good outcome.We saw that the last complaint logged was back in March 2011.We saw that the contact details of the General Dental Council were made available to patients if they did not receive a satisfactory response from the practice regarding the management of their complaint. We were told by the registered manager that comments will be anonymised and will be discussed at staff meetings to talk over how lessons can be learnt and similar incidents will not happen in the future. This meant that the provider was responding effectively to complaints made about the service.

We saw records that the practice held staff meetings every three months.We were told by the registered manager that being a small team any issues that arise will be dealt with on a daily basis. Staff we spoke with told us that they felt comfortable to discuss all subjects.Records from the last staff meeting showed that all staff attended the meeting and that the minutes were well detailed and well presented. Topics covered included practice streamlining processes,staff training, x-ray handling due to scratches on films, pricing for 2014, audits including feedback from the post treatment questionnaire and infection control. This showed that the provider is responsive to continually improving the quality of care because staff were kept up to date and well informed about the policies and procedures of the practice.

We looked at the risk assessments for the service and saw that these included,but were not limited to the management of hazardous substances, waiting room,reception area, surgery,decontamination room and fire risks and that these assessment had been reviewed recently.This meant that patients were assured that the appropriate assessments had been completed in order to help maintain a safe environment.

We found that management audits were undertaken to support continually improving standards of