Genix Healthcare Hull Ltd

Updated 10 December 2015

The inspection was carried out on 9 November 2015 and was led by two CQC Inspectors.

We informed NHS England area team and Healthwatch that we were inspecting the practice; we received information that helped us plan the inspection, but on the day of the inspection no supporting evidence was available to corroborate the information shared.

The methods that were used to collect information at the inspection included interviewing staff, observations and reviewing documents.

During the inspection we spoke with a dentist, two dental nurses and the practice manager. We saw policies, procedures and other records relating to the management of the service. We reviewed 22 CQC comment cards that had been completed.

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 10 December 2015

We carried out an announced comprehensive inspection on 9 November 2015 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

Genix Healthcare Dental Clinic provides dental treatment to mainly NHS patients. The dental practice is located in the west of the city of Hull. There are both ground and first floor surgeries, which are accessible by stairs. There is one main reception area and two waiting areas for both ground and first floor surgeries. There is one dentist and a visiting dentist from another Genix practice, a practice manager and three dental nurses. Parking is available and the practice is close to main bus services to the city centre.

The practice offers a mix of NHS and private dental treatments. The services include preventative advice, routine restorative dental care; within the company the practice can provide orthodontic treatment and dental implants consultations in house.

The practice is open:

Monday – Tuesday 09:00 – 19:00

Wednesday – Friday 09:00 – 17:00

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.

On the day of inspection 22 people provided feedback about the service. The patients who provided feedback were positive about the care and treatment they received at the practice. They told us they were involved in all aspects of their care and found the staff to be helpful, organised, efficient and caring and they were treated with dignity and respect in a clean and tidy environment.

Our key findings were:

• Staff had received safeguarding training, knew how to recognise signs of abuse and how to report it.
• There were sufficient numbers of suitably qualified staff to meet the needs of patients.
• Staff had been trained to manage medical emergencies.
• Infection control procedures were in accordance with the published guidelines.
• Patient care and treatment was planned and delivered in line with evidence based guidelines, best practice and current regulations.
• 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 patients’ needs.

• There was a complaints system in place. Staff recorded complaints and cascaded learning to staff.

• The governance systems were effective.
• The practice sought feedback from staff and patients about the services they provided.

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

• Review where the practice complaints policy is displayed so patients can access the information easily.