Archived: John Hill Dental Practice

Updated 15 October 2015

The practice was inspected by a CQC inspector who had access to remote advice from a specialist advisor on Thursday 16 July 2015. We contacted the provider in advance of our visit and they supplied the information we requested so we could review it before our visit.

We informed NHS England area team that we were inspecting the practice; however we did not receive any information of concern from them.

We spoke with three patients and two staff, reviewed the 11 Care Quality Commission comments cards completed by patients and looked at various documents during our visit.

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 15 October 2015

We carried out an announced comprehensive inspection on 15 July 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

The practice is situated close to the centre of Lincoln. It is located in a large two storey Victorian detached building with parking to the rear of the premises. The surgery has wheelchair access but does not have an accessible disabled toilet.

The practice has a principal dentist, a practice manager/dental nurse, a dental nurse and a receptionist.

The practice provides primary dental services to both NHS and private patients. The practice is open Monday- Friday: 8.30am - 5.30pm.

The principal dentist is the registered manager. A registered manager is a person who is registered with the Care Quality Commission (CQC) 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.

We viewed 11 CQC comment cards that had been left for patients to complete, prior to our visit, about the services provided. All comment cards reflected positive comments about the staff and the services provided. Patients commented that the practice was clean and tidy, they found the staff very friendly and approachable and they found the quality of the dentistry to be excellent. They said explanations were clear and made the dental experience as comfortable as possible. We also spoke with three patients during the inspection who provided very positive feedback about the service. We also viewed the most recent patient satisfaction survey carried out by the practice in January 2015, this showed on a return of 26 responses a 98% satisfaction rating.

We found the practice was providing safe, effective, caring, responsive and well-led care in accordance with the relevant regulations.

Our key findings were:

• The practice recorded and analysed significant events and complaints and cascaded learning to staff.
• Where mistakes had been made patients were notified about the outcome of any investigation and given a suitable apology.
• Staff had received safeguarding and whistleblowing training and knew the processes to follow to raise any concerns.
• There were sufficient numbers of suitably qualified staff to meet the needs of patients.
• Staff had been trained to handle emergencies and appropriate medicines and life-saving equipment were readily available.
• Infection control procedures were in place and the practice followed published guidance.
• Patient’s care and treatment was planned and delivered in line with evidence based guidelines, best practice and current legislation.
• 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 the needs of patients and waiting times were kept to a minimum.
• The practice was well-led and staff felt involved and worked as a team.
• Governance systems were effective and there was a range of clinical and non-clinical audits to monitor the quality of services.

• The practice sought feedback from staff and patients about the services they provided.