Archived: Mydentist - Nook Street - Workington

Updated 24 February 2017

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 5 January 2017 as a result of CQC receiving information of concern. The inspection was led by a CQC inspector who was accompanied by a specialist advisor.

During the inspection we spoke with the management team, dental nurses and receptionists. We reviewed policies, protocols and other documents and observed procedures. We also 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 February 2017

We carried out an announced comprehensive inspection on 5 January 2017 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

Mydentist Nook Street is situated close to Workington town centre. It is part of the Mydentist group and has been owned by the current provider since 2006. It offers primarily NHS dental services. Parking is limited close to the practice but there are a number of car parks in the vicinity. The practice is not accessible to patients with disabilities and impaired mobility and to wheelchair users. Such patients are referred to the sister practice in Whitehaven.

The practice provides general dental treatment to patients on an NHS or privately funded basis. The opening times are Monday to Friday from 8.30am – 5pm. They are currently running a pilot late night evening on a Wednesday until 7pm

The practice is staffed by four dentists, a practice manager, one dental therapist, eight dental nurses, of which three are trainee nurses, three receptionists and a cleaner.

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 five people during the inspection about the services provided. Patients commented that they found the practice excellent and that staff were professional, kind and helpful. They said they were always given good and helpful explanations about dental treatment and that the dentists listened to them. Patients commented that there was sometimes a long delay from the time of their appointment to actually seeing the dentist. There had been 10 review on the NHS Choices website of which seven were negative. CQC had also received concerning information regarding the operation of the practice.

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 concerns.
• 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, emergency medicines and equipment was available.
• The premises and equipment were clean, secure and well maintained.
• Patients’ needs were assessed and care and treatment was delivered in accordance with current legislation, standards and guidance.
• Patients received information 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.
• 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 and for the delivery of high quality person centred care.
• Infection prevention and control procedures were in place.