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

Mydentist - Hessle High Road – Hull is located in a purpose-built premise and provides NHS and private treatment to patients of all ages, including preventative advice, dental implants, endodontics and cosmetic dental treatment. The practice also provided treatment for patients with jaw problems. There are eight treatment rooms, interconnecting decontamination rooms on each floor for sterilising dental instruments, a staff room/kitchen, a general office, male and female changing rooms and storage rooms. An Orthopantomogram (OPT) room and X-ray processing room is also located on the ground floor.

Access for wheelchair users or pushchairs is possible from the front entrance which leads into a spacious reception and waiting area. Ample car parking spaces are available in front of the practice.

The dental team is comprised of nine dentists two of which are foundation training dentists, fourteen dental nurses (one is the lead dental nurse, one is the treatment co-ordinator, two of which are trainees and three work on reception also), two dental hygiene therapists, one lead receptionist and the practice manager. The practice is supported by a corporate area team.

The practice is open:

Monday, Wednesday & Thursday 8am - 6pm

Tuesday 8am - 7pm

Friday 8am - 5pm

Saturday 8:30am -12:30pm.

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.

On the day of inspection we received 46 CQC comment cards providing feedback. 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 very helpful and polite. The practice had a happy environment; staff were gentle and caring, friendly and communicated well. Patients commented they could access emergency care easily and they were treated with dignity and respect in a clean and tidy environment.

Our key findings were:

• The practice had systems in place to assess and manage risks to patients and staff including infection prevention and control, health and safety and the management of medical emergencies.
• The practice was visibly clean and uncluttered.
• 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.
• Infection control procedures were in accordance with the published guidelines.
• Oral health advice and treatment were provided in-line with the ‘Delivering Better Oral Health’ toolkit (DBOH).
• Treatment was well planned and provided in line with current best practice guidelines.
• 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.
• The practice was well-led and staff felt involved and supported and worked well as a team.
• The governance systems were effective and embedded.
• The practice sought feedback from staff and patients about the services they provided.
• There were clearly defined leadership roles within the practice and detailed processes for staff training lead by the practice manager.

We found areas of notable practice that we felt should be shared which included: the implementation of a system to relieve pain to the jaw and help relax the facial muscles. A very detailed assessment was conducted before and after placement so the results could be measured. The practice worked in partnership with an audiologist who would see the patient either at their home or in the practice to take an impression of the middle ear. This would be stored for future use if required. We were told of the success rate of patients’ involved in this treatment was over 80% and one case had improved someone’s pain level so much that after six years of taking medication they no longer required this. The practice was aware of new epidemiology studies taking place to gain more knowledge about the procedure.

We spoke with people whilst they were waiting to see the dentist and they confirmed they always completed consent forms prior to any treatment and options were discussed too. Comments included, “Yes I am always asked to sign the consent form and know exactly what will be happening."

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. They told us about their experiences of the practice during their course of treatment. We were told that the staff were polite and courteous. Comments included; "The service and treatment is absolutely excellent, it's a first rate practice" and "I have been coming here for years and have no complaints whatsoever."

People spoken with told us they thought the dental surgery was clean and hygienic and that on each visit the dentist and dental nurses had worn personal protective equipment such as face masks, glasses and gloves. They had also been given their own eye protection glasses and protective bib.