Updated 5 July 2022
We carried out this announced focused inspection on 14 June 2021 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 adviser.
To get to the heart of patients’ experiences of care and treatment, we usually ask five key questions, however due to the ongoing COVID-19 pandemic and to reduce time spent on site, only the following three questions were asked:
• Is it safe?
• Is it effective?
• Is it well-led?
These questions form the framework for the areas we look at during the inspection.
Our findings were:
- The dental clinic was visibly 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.
- The practice had systems to help them manage risk to patients and staff.
- 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.
- The clinical staff provided patients’ care and treatment in line with current guidelines.
- Patients were treated with dignity and respect and staff took care to protect their privacy and personal information.
- Staff provided preventive care and supported patients to ensure better oral health.
- The appointment system took account of patients’ needs.
- There was effective leadership and a culture of continuous improvement.
- Staff felt involved and 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 dental clinic had information governance arrangements.
Background
The provider has two practices and this report is about Mulberry Dental Clinic.
Mulberry Dental Clinic is in Old Harlow, Essex and provides private dental care and treatment for adults and children.
There is level access to the practice for people who use wheelchairs and those with pushchairs. Car parking spaces, including dedicated parking for disabled people, are available near the practice. The practice has made reasonable adjustments to support patients with additional needs.
The dental team includes three specialists, two dentists, four dental nurses including one trainee dental nurse, one dental hygienist, one receptionist and the practice manager. The practice has two treatment rooms.
During the inspection we spoke with one specialist and one dentist, four dental nurses, one receptionist and the supporting compliance manager. We looked at practice policies and procedures and other records about how the service is managed.
The practice is open:
Monday to Friday from 9am to 5pm.
Saturdays and evenings by appointment.
We noted innovative approaches to providing person centred care. The practice provided patient feedback questionnaires and staff self-reflection forms to enhance and improve services. There was a separate patient waiting room with a television playing and reading material and a patient suggestion box. We noted highly positive feedback from patients on social media sites.
The practice had taken steps to improve environmental sustainability. For example, where possible items were recycled, the practice were moving towards a paper light service, staff were instructed to turn the power off to equipment and lighting when not in use.