Updated 16 August 2019
We carried out this announced inspection on 4 July 2019 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 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 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
Diamond Dental Group Ltd is in Grays, Essex and provides NHS treatment to adults and children.
The practice is situated above a commercial business and is accessed via a flight of stairs. The practice informs all new patients wishing to register that unfortunately they are not wheelchair accessible and signpost patients that cannot manage the stairs to a nearby practice. There is free car parking available in the streets surrounding the practice.
The dental team includes four dentists, one lead dental nurse and three dental nurses, two dental hygienists, one administrator, one receptionist and the practice manager. The practice has three treatment rooms.
The practice is owned by an individual who is the principal dentist there. They have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the practice is run.
On the day of inspection, we collected 22 CQC comment cards filled in by patients, however one card was a young child’s drawing, and spoke with one other patient.
During the inspection we spoke with three dentists, three dental nurses 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 from 8.30am to 5pm.
Tuesday from 8.30am to 6.30pm.
Wednesday from 8.30am to 5.30pm.
Thursday from 8.30am to 5.30pm.
Friday from 8.30am to 5.30pm.
Saturday from 9am to 3pm.
Our key findings were:
- Patients received their care and treatment from staff who were well supported and enjoyed their work.
- The practice appeared 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 systems to help them manage risk to patients and staff.
- The provider had suitable safeguarding processes and staff knew their responsibilities for safeguarding vulnerable adults and children.
- The practice had thorough staff recruitment procedures. Hepatitis B immunity was not in place for some staff. The practice took immediate action to complete the risk assessments and obtain immunity records.
- 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.
- Staff provided preventive care and supported patients to ensure better oral health.
- The appointment system took account of patients’ needs.
- Staff felt involved and supported and worked well as a team.
- The provider asked staff and patients for feedback about the services they provided.
- The provider dealt with complaints positively and efficiently.
- The provider had suitable information governance arrangements.
- We received positive comments from patients about the dental care they received and the staff who delivered it.