Archived: IDH Dorking

We carried out an announced comprehensive inspection on 18 April 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

IDH Dorking is a dental practice that is part of Integrated Dental Holding Ltd (IDH Limited) Dental Group. IDH Limited is a large corporate provider of dental services across England. The practice IDH Dorking is located in Medwyn Medical Centre next the sports leisure centre in Dorking, Surrey. The premises are situated at the beginning of the High Street and there is a pay and display public car park available at the back of the premises for patients and staff to park. The practice is located on the first floor level of the building and resides over one level. There is a lift that operates for patients with mobility problems and parents with prams. The practice shares a waiting area, patient toilet, staff room, reception desk and reception staff with Medwyn Medical Centre. There are four treatment rooms, a decontamination room and a sub waiting area for patients.

The practice provides NHS and private services to adults and children. The practice offers a range of general dental services including routine examinations and treatment, dentures, veneers, crowns and bridges.

The practice staffing consisted of four dentists, a dental hygienist, three dental nurses (including a trainee nurse), a practice manager and a supporting area manager. There is a larger support network that is located at headquarters in Manchester that provides support as part of the wider corporate management structure.

The practice opening hours are Monday to Friday from 8.30am to 5.30pm.

The area 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.

The inspection took place over one day and was carried out by a CQC inspector and a dental specialist advisor.

Before the inspection we sent Care Quality Commission (CQC) comments cards to the practice for patients to complete to tell us about their experience of the practice. Forty-three people provided feedback about the service. All patient’s comments apart from one were positive about the care they received from the practice. They were complimentary about the friendly and caring attitude of the dental staff.

Our key findings were:

• Patients were involved in their care and treatment planning so they could make informed decisions.
• The practice had an ongoing programme of risk assessments and audits which were used to drive improvement.
• Patients’ needs were assessed and care was planned in line with current guidance such as from the National Institute for Health and Care Excellence (NICE).

• There were effective processes in place to reduce and minimise the risk and spread of infection.

• Equipment, such as the air compressor, autoclave (steriliser), fire extinguishers, and X-ray equipment had all been checked for effectiveness and had been regularly serviced.
• The practice had effective safeguarding processes in place and staff understood their responsibilities for safeguarding adults and child protection.
• Patients were treated with dignity and respect and confidentiality was maintained.
• The practice had implemented clear procedures for managing comments, concerns or complaints.
• Patients indicated that they found the team to be efficient, professional, caring and reassuring.
• All clinical staff were up to date with their continuing professional development.
• There was a comprehensive induction and training programme for staff to follow which ensured they were skilled and competent in delivering safe and effective care and support to patients.

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

• Review the sharps protocols and ensure sharps bins are signed and dated at the beginning of use.
• Review the protocol for the maintenance checks of X-ray equipment and keep a log of routine checks.