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

Hopkins & Poyner dental surgery is situated in the centre of York, North Yorkshire close to public transport links. The practice has four treatment rooms, two on the first floor and two on the second floor, two waiting areas, a reception area, a decontamination room. Staff facilities were located on the first floor with offices located on the second floor

Due to the practice being located on the first and second floor, patients with mobility requirements are referred to a local practice that can help with access more easily.

There are three Dentists, a Dental Hygiene Therapist, a practice co-ordinator and five dental nurses.

The practice is open:

Monday 08:45-12:30 & 14:00-17:00

Tuesday and Thursday 08:45-12:30 & 14:00-17:30

Wed 08:45-12:30 & 14:30-17:00

Fri 8:45-12:30 & 13:30-17:00

One of the partners 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.

On the day of inspection we received 24 CQC comment cards providing feedback and spoke with two patients. The patients who provided feedback were very positive about the care and attention to treatment they received at the practice. They told us they were involved in all aspects of their care and found the staff to be genuine about patient care, excellent, friendly, and they were treated with dignity and respect in a clean and tidy environment.

Our key findings were:

• Staff had received safeguarding training, knew how to recognise signs of abuse and how to report it. They had very good systems in place to work closely and share information with the local safeguarding team.
• There were sufficient numbers of suitably qualified staff to meet the needs of patients.
• Staff had been trained to manage medical emergencies.
• Patient care and treatment was planned and delivered in line with evidence based guidelines, best practice and current regulations.
• Patients received clear explanations about their proposed treatment, costs, benefits and risks and were involved in making decisions about it.
• Patients were treated with dignity and respect and confidentiality was maintained.
• There was a complaints system in place. Staff recorded complaints and cascaded learning to staff.
• The governance systems were effective.
• The practice sought feedback from staff and patients about the services.

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

• Review the weekly check protocol for the medical emergency drugs and equipment to ensure all equipment is in date.
• Review the storage of dental care products and medicines requiring refrigeration to ensure they are stored in line with the manufacturer’s guidance and the fridge temperature is monitored and recorded.
• Review the practice’s sharps handling procedures and protocols are in compliance with the Health and Safety (Sharp Instruments in Healthcare) Regulations 2013 and implement a risk assessment to support this.
• Implement a latex policy.

• Review the practice protocol for audits to ensure all audits have documented learning points and action plans so the resulting improvements can be demonstrated.