We carried out an announced comprehensive inspection on 8 December 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

Genix Healthcare Dental Clinic - Conisbrough is situated in South Yorkshire. It provides predominantly NHS treatment to patients of all ages. The services include preventative advice and treatment and routine restorative dental care.

The practice has four surgeries, a decontamination room, a waiting and reception area. The reception area, waiting area and two surgeries are on the ground floor. The other two surgeries are on the first floor. There is access for wheelchair users and those with limited mobility.

There are four dentists, one dental hygiene therapist, six dental nurses (two of whom are trainees) and a practice manager (who is also a qualified dental nurse).

The opening hours are:

Monday from 8:30am to 6:00pm,

Tuesday, Wednesday and Friday from 8:30am to 5:30pm

Thursday from 8:30am to 6:30pm.

The practice 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.

During the inspection we spoke with 16 patients who used the service and reviewed two completed CQC comment cards. The patients commented that staff were helpful and kind. Two patients commented they felt they could not get an appointment in a timely manner.

Our key findings were:

• The practice was visibly clean and tidy.
• The practice had systems in place to assess and manage risks to patients and staff including health and safety and the management of medical emergencies.
• Staff were qualified and had received training appropriate to their roles.
• Patients were involved in making decisions about their treatment and were given clear explanations about their proposed treatment.
• Dental care records showed treatment was planned in line with current best practice guidelines.
• Oral health advice and treatment were provided in-line with the ‘Delivering Better Oral Health’ toolkit (DBOH).
• We observed patients were treated with kindness and respect by staff.
• Staff ensured there was sufficient time to explain fully the care and treatment they were providing in a way patients understood.
• The practice had a complaints system in place and there was an openness and transparency in how these were dealt with.
• The governance systems were effective.
• There were clearly defined leadership roles within the practice and staff told us they felt supported, appreciated and comfortable to raise concerns or make suggestions.
• Some patient’s felt the appointment system did not meet their individual needs.

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

• Review staff awareness of Gillick competency and ensure all staff are aware of their responsibilities.
• Review the practice’s waste handling policy and procedure to ensure waste is segregated and disposed of in accordance with relevant regulations giving due regard to guidance issued in the Health Technical Memorandum 07-01 (HTM 07-01).
• Review the practice’s audit protocols of radiography to help improve the quality of service. Practice should also check all audits have documented learning points and the resulting improvements can be demonstrated.

People who used the service told us they were asked to consent to treatment after a full explanation of the proposed procedures had been given to them. We found that the practice had appropriate policies on consent which were understood and followed by staff.

People told us they were satisfied with the care they received. However, one person told us the dentist they saw had not met their needs. We found that people’s needs were assessed and treatment was planned and delivered in line with their individual treatment plan.

People told us they were treated in a clean environment and infection control precautions were taken. We found that people were protected from the risk of infection as there were effective systems in place to reduce the risk and spread of infection.

People told us staff seemed competent in their job and knew what they were doing. We found that staff received an appropriate level of training and professional development.

People who used the service told us they knew how to make a complaint and who to complain to. There was a complaints procedure in place and staff were aware of their responsibilities to report complaints so they could be formally investigated.