Archived: Mydentist - Queen Street - Whitehaven

Updated 24 August 2016

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the registered provider was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.

The inspection took place on 21 July 2016 and was led by a CQC Inspector assisted by a dental specialist adviser.

Prior to the inspection we asked the practice to send us some information which we reviewed. This included details of complaints they had received in the last 12 months, their latest statement of purpose, details of their staff members including their qualifications and proof of registration with their professional body. We also reviewed information we held about the practice.

During the inspection we spoke with the dental therapist, dental nurses and the management team. We reviewed policies, protocols and other documents and observed procedures. We reviewed CQC comment cards which we had sent prior to the inspection for patients to complete about the services provided at the practice.

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.

Updated 24 August 2016

We carried out an announced comprehensive inspection on 21 July 2016 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

The Queen Street Dental Practice is located close to the centre of Whitehaven, Cumbria and comprises of a reception and waiting room, two treatment rooms, a small manager’s offices, storage and a staff changing room all on the ground floor. Parking is available on nearby streets and in car parks. The practice does not have access restrictions to patients with disabilities, impaired mobility and wheelchair users as there is disabled parking at the front of the surgery.

The practice provides general dental treatment to patients on an NHS and on a limited privately funded basis. The practice opening times are Monday to Friday from 8.30am to 5.00pm. The practice does close for lunch between 12.30pm and 1pm each day.

The practice is staffed by three dentists, a part-time dental therapist, a practice manager (who is a trained dental nurse), three dental nurses, one of whom are trainees, and two receptionists. We found that a dental nurse always supported the dentist and therapist when treating patients.

The practice manager 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.

We received feedback from 27 patients during the inspection about the services provided. Patients commented that they found the service excellent and that staff were professional, friendly and caring. They said they were always given good explanations about dental treatment and options and that the dentists listened to them. Patients commented that the practice was clean, comfortable and relaxing, however there were two comments about appointment waiting times being long.

Our key findings were:

• The practice had procedures in place to record and analyse significant events and incidents.
• Staff had received safeguarding training and knew the process to follow to raise any concerns.
• Infection control procedures were in place.
• There were sufficient numbers of suitably qualified and skilled staff to meet the needs of patients.
• Staff had been trained to deal with medical emergencies, and emergency medicines and equipment were available.
• Premises and equipment were clean, secure and well maintained.
• Patients’ needs were assessed, and care and treatment were delivered, in accordance with current legislation, standards and guidance.
• Patients received explanations about their care, proposed treatment, costs, benefits and risks and were involved in making decisions about it.
• Staff were supported to deliver effective care, and opportunities for training and learning were available.
• We observed that patients were treated with kindness, dignity and respect, and their confidentiality was maintained.
• The appointment system met the needs of patients, and emergency appointments were available.
• Services were planned and delivered to meet the needs of patients and reasonable adjustments were made to enable patients to receive their care and treatment.
• The practice gathered the views of patients and took into account patient feedback.
• Staff were supervised, felt involved and worked as a team.
• Governance arrangements were in place for the smooth running of the practice.