Mydentist - Townsend House - Thetford Also known as mydentist

Updated 18 July 2016

The inspection took place on 21 June and was conducted by a CQC inspector and a dental specialist advisor.

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.

Prior to the inspection we asked the practice to send us some information which we reviewed. This included the complaints they had received in the last 12 months, their latest statement of purpose, the details of their staff members, their qualifications and proof of registration with their professional bodies.

During the inspection we spoke with four dentists, the practice manager, and a dental nurse. We also spoke with four patients. We reviewed 23 comment cards about the quality of the service that patients had completed prior to our inspection. We reviewed policies, procedures and other documents relating to the management of the service.

Updated 18 July 2016

We carried out an announced comprehensive inspection on 16 June 2016to 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

Mydentist-Townsend House- Thetford is a mixed dental practice providing mostly NHS and some private treatment to children and adults. It has a standard NHS contract and offers general dentistry services to patients living primarily in the Thetford area. It is part of Whitecross Dental Care Limited who have a large number of dental practices across the UK.

The practice employs eight dentists (one of whom is a vocational trainer), 14 dental nurses and two dental hygienists. There is a full time practice manager 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 practice has eight dental treatment rooms, one decontamination room, two waiting rooms and a large staff room.

We spoke with five patients and also received 23 comments cards that had been completed by patients prior to our inspection. All but one respondent were happy with the quality of the staff and dental care they received.

Our key findings were:

• Staff understood and fulfilled their responsibilities to raise concerns and report incidents and near misses. All opportunities for learning from internal and external incidents were maximised.

• The practice had systems to help ensure patient safety. These included safeguarding children and adults from abuse, maintaining the required standards of infection prevention and control, and responding to medical emergencies.

• Premises and equipment were visibly clean, secure, properly maintained and kept in accordance with current legislation and guidance.

• There were sufficient numbers of suitably qualified and competent staff. Members of the dental team were up-to-date with their continuing professional development and supported to meet the requirements of their professional registration.

• Patients’ needs were assessed and care was planned and delivered in line with current best practice guidance from the National Institute for Health and Care Excellence (NICE) and other published guidance.

• Special ‘kids club days’ were held, where clinicians gave out stickers and balloons to children, along with information about good oral health

• The practice took into account any comments, concerns or complaints and used these to help them improve the service.

• Staff felt well supported and were committed to providing a quality service to their patients.

• The practice had strong and visible clinical and managerial leadership and governance arrangements.

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

• Review timescales for repairing faulty equipment.

• Review the number of ultrasonic baths to ensure there is capacity to deal with instruments for eight surgeries.

• Review the practice’s protocols for the use of rubber dam for root canal treatment giving due regard to guidelines issued by the British Endodontic Society.

• Review staff awareness of the requirements of the Mental Capacity Act (MCA) 2005 and ensure all staff are aware of their responsibilities under the Act as it relates to their role.