13 August 2019
During a routine inspection
We carried out this announced inspection on 13 August 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
The practice is located just outside the city of Norwich and provides private treatment to approximately 7,000 patients. The dental team includes two dentists, a visiting orthodontist, two hygienists, three nurses, a practice manger and reception staff.
There are two treatment rooms and the practice is open from 8.45 am to 5pm Monday to Friday
There is no level access for people who use wheelchairs and those with pushchairs. Car parking spaces are available at the rear of the building.
The practice is owned by a company and as a condition of registration must have a person registered with the Care Quality Commission 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 is the principal dentist.
On the day of inspection, we received feedback from 13 patients.
During the inspection we spoke with two dentists, one dental nurse, the receptionist and the practice manager.
We looked at practice policies and procedures and other records about how the service is managed.
Our key findings were:
- The provider had suitable safeguarding processes and staff knew their responsibilities for safeguarding vulnerable adults and children.
- The provider had systems to help them manage risk to patients and staff.
- Premises and equipment were clean and properly maintained. The practice followed national guidance for cleaning, sterilising and storing dental instruments.
- The dental care provided was evidence based and focussed on the needs of the patients.
- Staff felt involved and supported and worked well as a team.
- The practice had strong, effective leadership and a culture of continuous audit and improvement.
- Patients’ complaints were managed positively and efficiently.
There were areas where the provider could make improvements. They should:
- Review the practice's protocols for medicines management and ensure all medicines are stored appropriately and their expiry dates monitored.
- Review the practice's recruitment procedures to ensure that appropriate checks are completed prior to new staff commencing employment at the practice.