Updated 24 October 2019
We carried out this announced inspection on 3 October 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 Arch Dental Care Practice is a well-established practice that offers mostly NHS treatment to children and adults. It is based in Baldock town centre. The dental team includes three dentists, five dental nurses, a hygienist and a receptionist.
There is level access for people who use wheelchairs and those with pushchairs. Car parking is available at a public car park a short walk away.
The practice opens from 9 am to 5.30 pm on Monday to Fridays. It also opens one evening a month until 8 pm.
The practice is owned by an individual who is the principal dentist. He has 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 26 CQC comment cards filled in by patients and spoke with one other patient. We spoke with three dentists, two dental nurses, and the receptionist. We looked at practice policies and procedures and other records about how the service is managed.
Our key findings were:
- Patients were positive about all aspects of the service the practice provided and spoke highly of the treatment they received, and of the staff who delivered it.
- Premises and equipment were clean and properly maintained and the practice followed national guidance for cleaning, sterilising and storing dental instruments.
- The practice had suitable safeguarding processes and staff knew their responsibilities for safeguarding vulnerable adults and children.
- Patients’ care and treatment was provided in line with current guidelines.
- Staff treated patients with dignity and respect and took care to protect their privacy and personal information.
- The practice took complaints and concerns seriously and responded to them appropriately to improve the quality of care.
- Staff felt supported and valued and told us they enjoyed their work.
- The practice proactively sought feedback from staff and patients, which it acted upon.
There were areas where the provider could make improvements. They should:
- Review the availability of an interpreter service for patients who do not understand English and of a portable hearing loop to assist patients with hearing aids.
- Review learning and development needs of individual staff members and ensure an effective process is established for the on-going appraisal of all staff.