The Care Quality Commission
  • Dentist
  • Dentist

Normanton Road Family Dental Centre

254 Normanton Road, Normanton, Derby, Derbyshire, DE23 6WD (01332) 242526

Provided and run by:
Nationwide Healthcare

All Inspections

29 January 2020

During a routine inspection

We carried out this announced inspection on 29 January 2020 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 Care Quality Commission, (CQC), inspector who was supported by a specialist dental adviser.

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 this practice was providing safe care in accordance with the relevant regulations.

Are services effective?

We found this practice was providing effective care in accordance with the relevant regulations.

Are services caring?

We found this practice was providing caring services in accordance with the relevant regulations.

Are services responsive?

We found this practice was providing responsive care in accordance with the relevant regulations.

Are services well-led?

We found this practice was providing well-led care in accordance with the relevant regulations.

Background

Normanton Road Family Dental Centre is in the city of Derby. It lies to the south east of the city centre in the Normanton area of Derby. The practice provides NHS and private dental treatment adults and children.

There is ramped access in to the practice for people who use wheelchairs and those with pushchairs. Car parking spaces, including dedicated parking for people with disabilities, are available near the practice.

The dental team includes seven dentists, eight dental nurses, including four trainee dental nurses, a practice manager and three receptionists. The practice has seven treatment rooms, two of which are located on the ground floor. The practice has centralised decontamination facilities.

The practice is owned by an organisation and as a condition of registration must have a person registered with the CQC 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 Normanton Road Family Dental Centre is a manager from the provider organisation.

On the day of inspection, we collected 24 CQC comment cards filled in by patients and spoke with three other patients. Feedback received about the practice was positive.

During the inspection we spoke with three dentists, three dental nurses, two receptionists and the practice manager. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open: Monday to Saturday: from 9am to 6pm. The practice is closed for lunch between 1pm and 2pm.

Our key findings were:

  • The practice appeared to be visibly clean and well-maintained.
  • 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 safeguarding processes and staff knew their responsibilities for safeguarding vulnerable adults and children.
  • 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.
  • The hot water at the practice did not reach a sufficient temperature to eliminate the legionella bacteria.
  • The fire risk assessment was not available on the day of the inspection.
  • Only five staff recruitment files were available in the practice.
  • Staff provided preventive care and supported patients to ensure better oral health.
  • The appointment system took account of patients’ needs.
  • The provider asked staff and patients for feedback about the services they provided.
  • The provider dealt with complaints positively and efficiently.
  • The provider had information governance arrangements.

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

  • Improve the practice's systems for the management of the risks relating to Legionella, taking into account the guidelines issued by the Health and Safety Executive.

10 October 2016

During a routine inspection

We carried out an unannounced comprehensive inspection on 10 October 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 practice is located on two floors of premises situated in the Normanton area of Derby to the south of the city centre. The practice provides mostly NHS dental treatments (90%). There is a pay and display car park approximately 200 yards from the practice. There are eight treatment rooms one of which is located on the ground floor.

The practice provides regulated dental services to both adults and children. Services provided include general dentistry, dental hygiene, crowns and bridges, and root canal treatment.

The practice’s opening hours are – Monday to Saturday: 9 am to 6 pm.

Access for urgent treatment outside of opening hours is by telephoning the NHS 111 telephone number.

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.

The practice is registered with the Care Quality Commission (CQC) as a partnership.

The practice has seven dentists; three qualified dental nurses; four trainee nurses; and two receptionists. Some dental nurses also worked on the reception desk.

We received feedback from 29 patients about the services provided. This was by speaking with patients and through comment cards left at the practice during the inspection.

Our key findings were:

  • The premises were visibly clean and there were systems and processes in place to maintain the cleanliness.
  • Staff were not able to demonstrate they had learnt from accidents and significant events to reduce the likelihood of them being repeated.
  • Records showed there were sufficient numbers of suitably qualified staff to meet the needs of patients.
  • The radiation protection file did not contain all of the information that it should.
  • Patients said they had no problem getting an appointment that suited their needs.
  • Patients were able to access emergency treatment when they were in pain.
  • Patients provided positive feedback about their experiences at the practice. Patients said they were treated with dignity and respect; and the dentist involved them in discussions about treatment options and answered questions.
  • Patients’ confidentiality was protected.
  • The records showed that apologies had been given for any concerns or upset that patients had experienced at the practice.
  • The practice followed the relevant guidance from the Department of Health's: ‘Health Technical Memorandum 01-05 (HTM 01-05) for infection control with regard to cleaning and sterilizing dental instruments.
  • The management of waste at the practice had not been monitored and evaluated.
  • There was a whistleblowing policy accessible to all staff, who were aware of procedures to follow if they had any concerns.
  • The practice had the necessary equipment for staff to deal with medical emergencies, and staff had been trained how to use that equipment. This included an automated external defibrillator, oxygen and emergency medicines.

There were areas where the provider could make improvements and should:

  • Review the systems and processes for identifying, managing and monitoring risk; for example significant event management, infection control procedures, record-keeping.

  • Review how consent is recorded within patient dental care records to ensure that the discussion outlining options and likely consequences are recorded.

During a check to make sure that the improvements required had been made

This was a desk based follow up report. Please see our previous report for full comments.

The provider had revised their application form and taken action to ensure that full pre-employment checks were carried out on all staff.

8 October 2013

During a routine inspection

As part of this inspection we spoke with five people who used the service and six members of staff including two dentists.

We saw that consent had been obtained and that treatment plans were completed. People we spoke with felt that procedures were explained and that they were able to ask questions.

All the people we spoke with were happy with the care and service provided by the provider. One person who used the service told us 'I would recommend folks to come here'; another stated 'They are great'.

There were effective systems in place to reduce the risk and spread of infection and staff understood the importance of these.

We found that the provider had not carried out full pre-employment checks on all staff members to ensure that they were suitable to work in this environment.

The provider had a clear complaints policy in place.