Updated 22 August 2023
We carried out this announced comprehensive inspection on 2 August 2023 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 practice was meeting the legal requirements in the Health and Social Care Act 2008 and associated regulations.
The inspection was led by a Care Quality Commission (CQC) inspector who was supported by a specialist dental advisor.
To get to the heart of patients’ experiences of care and treatment, we always ask the following 5 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:
- The dental clinic appeared clean and well-maintained.
- The practice had infection control procedures which reflected published guidance.
- Staff knew how to deal with medical emergencies. Appropriate medicines and life-saving equipment were available. Checks of medical emergency equipment and medicines were not weekly as recommended in the guidelines issued by the Resuscitation Council (UK).
- The practice had systems to manage risks for patients, staff, equipment and the premises. We identified minor shortfalls in assessing and mitigating the risks in relation to fire safety and incident reporting.
- Safeguarding processes were in place and staff knew their responsibilities for safeguarding vulnerable adults and children.
- The practice had staff recruitment procedures which reflected current legislation although this had not always been followed. Required pre-employment checks, including references, employment history and immunisation records had not always been obtained for new staff at the time of employment.
- Clinical staff provided patients’ care and treatment in line with current guidelines.
- Patients were treated with dignity and respect. Staff took care to protect patients’ privacy and personal information.
- Staff provided preventive care and supported patients to ensure better oral health.
- The appointment system worked efficiently to respond to patients’ needs.
- The frequency of appointments was agreed between the dentist and the patient, giving due regard to National Institute of Health and Care Excellence (NICE) guidelines.
- There was effective leadership and a culture of continuous improvement.
- Staff felt involved, supported and worked as a team.
- Staff and patients were asked for feedback about the services provided.
- Complaints were dealt with positively and efficiently.
- The practice had information governance arrangements.
Background
Queensway Dental Practice is in Bletchley, Milton Keynes and provides NHS and private dental care and treatment for adults and children.
The practice treatment rooms are on the first floor and are accessed by stairs. People who use wheelchairs are directed by practice staff to other local services.
Car parking spaces, including dedicated parking for disabled people, are available near the practice.
The dental team includes 5 dentists, 3 qualified dental nurses, 3 trainee dental nurses, 1 dental hygienist, 2 dental therapists, 1 practice manager and 2 receptionists. The practice is supported by a compliance advisor who visits the practice monthly. The practice has 5 treatment rooms.
During the inspection we spoke with 1 dentist, 2 dental nurses, 1 dental therapist, 1 dental hygienist, 1 receptionist, the practice manager and the compliance advisor. We looked at practice policies, procedures and other records to assess how the service is managed.
The practice is open:
Monday from 8.30am to 6pm.
Tuesday from 8.30am to 5pm.
Wednesday from 8.30am to 5pm.
Thursday from 8.30am to 5pm.
Friday from 8.30am to 5pm.
Saturday by appointment only.
There were areas where the provider could make improvements. They should:
- Implement an effective system of checks of medical emergency equipment and medicines taking into account the guidelines issued by the Resuscitation Council (UK).
- Take action to implement any recommendations in the practice's fire safety risk assessment and ensure ongoing fire safety management is effective.
- Implement an effective system for recording, investigating, and reviewing accidents, incidents and significant events with a view to preventing further occurrences and ensuring that improvements are made as a result.
- Implement an effective recruitment procedure to ensure that appropriate checks are completed prior to new staff commencing employment at the practice.