We carried out an announced comprehensive inspection on 9 November 2015 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 provides dental treatment to mainly NHS patients. The dental practice is located in the west of the city of Hull. There are both ground and first floor surgeries, which are accessible by stairs. There is one main reception area and two waiting areas for both ground and first floor surgeries. There is one dentist and a visiting dentist from another Genix practice, a practice manager and three dental nurses. Parking is available and the practice is close to main bus services to the city centre.

The practice offers a mix of NHS and private dental treatments. The services include preventative advice, routine restorative dental care; within the company the practice can provide orthodontic treatment and dental implants consultations in house.

The practice is open:

Monday – Tuesday 09:00 – 19:00

Wednesday – Friday 09:00 – 17:00

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.

On the day of inspection 22 people provided feedback about the service. The patients who provided feedback were positive about the care and treatment they received at the practice. They told us they were involved in all aspects of their care and found the staff to be helpful, organised, efficient and caring 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.
• There were sufficient numbers of suitably qualified staff to meet the needs of patients.
• Staff had been trained to manage medical emergencies.
• Infection control procedures were in accordance with the published guidelines.
• 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.
• The appointment system met patients’ needs.

• 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 they provided.

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

• Review where the practice complaints policy is displayed so patients can access the information easily.

People who used the service told us they had been fully informed of their treatment options and had received a plan that explained what treatment would be carried out. A person who used the service told us, “The staff always check my medical history when I go for treatment.”

We observed reception staff treating patients with courtesy and respect and appointment options were offered at the choice of the patient. A person told us, “I find getting an appointment very easy and if they cancel there is always another available of your choice.”

The practice had cleaning schedules detailing cleaning required and which areas are to be cleaned between patients. The manger told us, “Domestic staff clean the practice after closing hours as this ensures patients are not affected by any cleaning activity which minimises the risk of infection.”

Staff we spoke with told us, “I have been here a long time and am still completing my apprenticeship to be a fully quality dental nurse” and “I am glad I made the decision to work at the practice as it’s a great place to work.”

There was evidence that people who used the practice had completed surveys, to enable the provider to develop the service. This confirmed that the provider took account of comments to improve the service.