Roe Street Dental Practice

Updated 1 December 2016

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 25 October 2016 and was led by a CQC Inspector assisted by a dental specialist adviser.

Prior to the inspection we asked the practice to send us some information which we reviewed. This included details of complaints they had received in the last 12 months, their latest statement of purpose, and staff details, including their qualifications and professional body registration number where appropriate. We also reviewed information we held about the practice.

During the inspection we spoke to dentists, dental nurses and the receptionist. 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 1 December 2016

We carried out an announced comprehensive inspection on 25 October 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

Roe Street Dental Practice is located in the centre of Macclesfield and comprises a reception and waiting room on the ground floor, and three treatment rooms on the first floor. Parking is available in nearby car parks. The practice is accessible to patients with disabilities and impaired mobility, but not to wheelchair users.

The practice provides general dental treatment to patients on an NHS or privately funded basis. The opening times are Monday to Thursday 9.00am to 5.00pm and Friday 9.00am to 4.45pm. The practice is staffed by a principal dentist, three associate dentists, a dental therapist/hygienist, six dental nurses, and one receptionist.

The principal dentist is registered with the Care Quality Commission as an individual. 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 ten people during the inspection about the services provided. Patients commented that they found the staff friendly, and caring, and that all the staff listened to them and took appropriate action. They commented that the dentists were knowledgeable and that they were always given good and helpful explanations about dental treatment. Patients commented that the practice was clean and comfortable.

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, skilled staff to meet the needs of patients.
• Staff had been trained to deal with medical emergencies, and emergency medicines and equipment were available.
• The premises and equipment were clean, secure and well maintained.
• Staff followed current infection control guidelines for decontaminating and sterilising equipment.
• Patients’ needs were assessed, and care and treatment were 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 their views into account.
• 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.

We identified the practice did the following which had a positive impact on patient experience and health outcomes.

The provider demonstrated a commitment to promoting a good quality of life to patients and supporting patients to achieve positive outcomes, in respect of their general health and well-being, in addition to their oral health.

• The provider was aware that people often experienced a range of issues in their lives in relation to, for example, health or social problems, and did not always feel comfortable in addressing those directly with a health care professional. We observed that the provider had produced a range of information cards for patients to take away providing brief information on sources of specialised help and advice, for example, Childline, NSPCC, Mind and other organisations providing help with health issues, abuse or domestic violence. The cards were made available to patients in a discreet location in the patient toilet facilities.

We believe this to be notable practice worth sharing as it demonstrates involvement with the local community and other organisations to make sure people’s needs are met.