Alchemy Dental Practice Limited - Crewe

Updated 3 March 2016

The inspection took place on 26 January 2016 and was led by a CQC inspector assisted by a dental specialist advisor.

We carried out the inspection under section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. The inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008 and to look at the overall quality of the service.

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

We also reviewed information we held about the practice and found there were no areas of concern.

We reviewed the NHS Choices website for patient feedback and for current Friends and Family Test scores.

During the inspection we interviewed the directors, and several of the staff including managers, dentists, dental therapists, dental nurses, a receptionist and patients. We reviewed policies, procedures and other documents and observed some of these procedures in action.

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 3 March 2016

We carried out an announced comprehensive inspection on 26 January 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

Alchemy Dental Practice Ltd - Crewe comprises a reception and waiting room on the ground floor, 12 treatment rooms, five of which are located on the ground floor, offices and staff rooms. There is one low step leading into the practice at the front entrance and a fixed ramp at the rear entrance. Parking is available near the practice.

The practice provides general dental treatment primarily to NHS patients, but also offers general dental treatment and a range of more complex treatments, for example, implants and orthodontic treatment, to private patients. The practice is open Monday to Friday 8.00 am until 6.00 pm.

The practice is run by three directors and staffed by a practice manager, accounts manager, reception manager, an assistant practice manager, eight dentists, two dental therapists, a clinical dental technician, 13 dental nurses, of which seven are trainees, and three receptionists.

The practice is a training and development practice and trains undergraduate dentists, student dental therapists and recently qualified dentists, and provides supervision to overseas dentists whilst they are preparing for the Overseas Registration Exam, (ORE). (The ORE is an exam that overseas qualified dentists have to pass in order to register with the General Dental Council).

One of the directors 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 reviewed 43 comment cards which had been completed by patients prior to our visit, about the services provided. All these cards reflected positive comments about the staff and the services provided. Patients commented that the practice was clean and hygienic and they found the staff friendly, approachable and caring. They had trust in the staff and confidence in the dental treatments, and said explanations were clear and understandable.

Our key findings were:

• The practice recorded and analysed significant events, incidents and complaints and cascaded learning to staff.
• Staff had received safeguarding training and knew the processes to follow to raise any concerns.
• There were sufficient numbers of suitably qualified staff to meet the needs of patients.
• Staff had been trained to deal with medical emergencies and emergency medicines and equipment were readily available.
• Premises and equipment were clean, secure and properly maintained.
• Infection control procedures were in place and the practice followed published guidance.
• Staff were supported to deliver effective care, and opportunities for training and learning were available.
• Clinical staff were up to date with their continuing professional development and met the requirements of their professional registration.
• Patient’s care and treatment was planned and delivered in line with evidence-based guidelines, and current practice and legislation.
• Patients received clear explanations about their proposed treatment, costs, benefits and risks and were involved in making decisions about it.
• Patients were treated with dignity and respect and confidentiality was maintained.
• The appointment system met the needs of patients and delays were kept to a minimum.
• The practice staff felt involved and worked as a team.
• The practice sought feedback from staff and patients about the services they provided.
• Governance arrangements were in place for the smooth running of the practice and the practice had a structured plan in place to audit quality and safety.

.

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

• Update the complaints procedure on the practice website to include details of the next steps available to patients if they are not satisfied with the response from the practice, in accordance with General Dental Council guidelines.