CQC Hotspots – June 2017

YDMLogoBridging

Reviewing a further sample of 67 CQC dental inspection reports published over recent weeks, highlighted a number of compliance breaches which can easily be avoided, but which are still catching out some practices.

Of the 67 practices sampled, 9 practices were issued with breach notifications. Clearly the majority of practices are still getting things right, which is great news. All notices reviewed this month were again issued for breaches within the “Well Led” standard, with just one other issued in respect of “Safe”.

It is very clear from this, and several previous samples, that the “Well Led” standards are still causing problems for many practices, despite most being fully compliant in the many other aspects of good practice management.

The “Well Led” standard is inspected under the following broad areas:

  • Governance Arrangements (management structure and responsibilities/delegation)
  • Leadership, Openness and Transparency
  • Learning & Development/Continuous Improvement
  • Seek and Act on Feedback from staff and the public/patients

In the spirit of continuous improvement and to try and help 100% of practices achieve a clean pass, here are some of the key-findings and recommendations from these very recent inspections, which might just keep another practice out of trouble.

Interesting to note that several of the issues picked up by inspectors have been flagged up in previous bulletins and are all easily resolved once identified.

  • Team members will usually be asked about the “Duty of Candour” which relates to a culture of open and honest communication amongst the team and with patients. This includes apologising to patients when things go wrong and staff feeling comfortable with raising issues and concerns. There should be a “no-blame” culture clearly evident.
  • Inspectors are still picking up evidence of audits being undertaken and filed with no subsequent action planning or attempt to resolve identified issues. Remember that once you have identified a risk, the practice is responsible for pro-actively resolving and/or reducing the risk to an acceptable level. Always document timescales, responsibility and follow-up plans.
  • Policies and procedures not signed, reviewed, circulated or updated. Your policies and procedures are essential working documents, which your team must be familiar with.
  • Infection Control Audits, apparently completed, but not reflecting what is actually happening. Simple box-ticking is ineffective, a waste of everyone’s time and a real risk to the practice and patients. Remember that audits are intended to drive continuous improvement and change.
  • Staff indicating that certain actions have taken place or resolved, but with no documentary evidence. Always make sure your efforts and hard work are recognised by keeping notes and records of what you are doing to improve the practice.
  • Dental records (electronic or written) must be clear, concise and complete, with regular audits for each clinician. Feedback and monitor for improvements if necessary.
  • Practices are still being picked up for inadequate recruitment and staff induction procedures. Follow simple, readily available checklists and procedures to demonstrate that you are doing things correctly and keep records in staff files.
  • Ensure you are receiving, checking and taking action on relevant MHRA/CAS patient safety alerts. Dental practices don’t receive many but there must be a robust system in place to show that you identify and respond to any that are published.
  • Ensure that all sterilisation and clinical equipment is fully maintained in accordance with manufacturer guidelines, externally validated by professionals/suppliers and that recommended routine/daily/weekly checks are undertaken diligently. Even more important is to have evidence and documents to support your checks and maintenance!
    dreamstime_xs_43893109
  • Prescription and controlled medicines/drugs must be locked away and closely monitored.
  • Management of sharp injuries are regularly checked. Ensure procedures are in place and communicated to all the team. Incident/Accident Reporting records must be updated for each event.
  • COSHH records not held or maintained/reviewed. Practices work with a lot of high-risk substances. Essential that you have information sheets and risk summaries for all, including routine cleaning materials. Immediate access to this information will be vital in the event of an accident.
  • Make sure that your clinical team have up to date Hep B immunity records confirmed and available for checking, before working in risk areas.
  • When appointing Fire Marshalls, First Aiders and other “appointed” roles, make sure that they are adequately trained and know that they have been appointed to the role! Inspectors have talked with staff who are unaware of their responsibilities.
  • Information Governance is becoming increasingly important, and high-profile as evidenced by recent events within the NHS. Make sure your team have been trained, with evidence, and are following your reviewed and updated IT security policies.
  • The practice Health & Safety risk assessment must be kept up to date and where new or changed risks are identified, actions put in place to resolve quickly. Don’t delay as once identified, you have a responsibility to correct.
  • Inspectors continue to come across missing or partially-completed, mandatory risk assessments including Sharps, Fire, Clinical Waste, COSHH and Manual Handling.
  • Remember to date and review all of your practice policies and procedures at least annually. If nothing has changed simply re-date to show that you have been there.
  • Don’t forget that associate dentists, therapists and hygienists should also have annual appraisals to review performance and identify training requirements.
  • Appraisals are generally expected to show evidence of performance, learning needs, “general well-being” and future training/development plans. Something is better than nothing, so don’t delay or wait for “perfection”.  So often, inspectors are told that appraisals “are in hand” but not yet done.
  • Collecting and responding to patient feedback and comments is essential. Even more important is to evidence what action has been taken in response to feedback. Inspectors will always ask for specific examples, so be prepared.
  • Take care with “Off the Shelf” or “In a Box” Policy and Procedure packs. They are an essential and valuable source of material for many practices, but each policy/procedure must be reviewed and personalised to the practice and the way you work.
  • Missing or out of date Accessibility Audits, which are required under the Equality Act 2010 along with action plans and explanations for not implementing best practice. One practice was picked up for not having a hearing loop on reception – something which can be reasonably implemented as required under equality legislation.
  • The practice is responsible for overseeing CPD training – make sure you keep records of where everyone is within their CPD training cycle.
  • For multi-site practices, make sure that their is a responsible person at each site – don’t just rely on a “roving” practice or compliance manager.
  • Don’t forget to book regular team meetings into the diary – ideally monthly – and keep records of agendas, minutes and action points from each. It is not enough for staff to say that everything is discussed and resolved informally during the working day. Also remember to keep absent staff (holidays, part-time or sickness) fully up to date with evidence.

As always, remember that if something is not recorded or evidenced, in the eyes of the CQC and other external bodies such as the NHS, it didn’t happen, even though you may know full well that it did! This continues to catch practices out, leading to frustration and avoidable stress for all!

Findings from previous inspection reviews can be found here:  CQC Hotspots

There is plenty of help out there to plug any management gaps including Your Dental Manager, so please do get in touch if you have any concerns or want to further improve the overall management/efficiency of your practice: info@yourdentalmanager.co.uk or check our on-line calendar to book a complimentary chat.

CQC Hotspots – June 2017

Will Your New Recruit Fit Into the Team?

YDMLogo

Bridging

 

 

With the prospect of new ideas, skills, renewed energy, enthusiasm  and hopefully a welcome breath of fresh air, recruitment of a new team member can and should be an exciting opportunity.

As many practice owners have learned the hard way, it can also be quite daunting and the “wrong” decision, can make life difficult for many months to come.

Common concerns I hear when recruiting new team members for client practices are:

  • “Will they fit in to the team?”
  • “Will they be disruptive?”
  • “Will they work well with the rest of the team?”
  • “Do they have the right attitude for the team and our patients?”
  • “How do I make sure they will make a difference?”

As with many things, a well structured and organised approach to recruitment will go a long way towards making the right decision.

Prepare Well

  • Don’t rush into making decisions – far better to wait and cover the role until you find the “right” person
  • Make sure you understand the role you are trying to fill – this can be a great opportunity to redefine a role and restructure responsibilities across the team to bring in new skills and fill knowledge gaps
  • Understand the type of person you need – all teams benefit from a range of personalities, experience, maturity and approaches to work
  • Understand the strengths of the remaining team and look to bridge any gaps or weaknesses through your new recruit
  • Is the time right to promote from within the team and bring in a more junior role to replace a more senior person?
  • Create a job profile outlining key responsibilities and requirements for the role
  • Create effective wording for your advertisement to attract the right candidates
    • Focus on the skills and requirements needed
    • Remember to “sell” your practice and the role using positive words like opportunity, “great team to work with”, successful, enthusiastic, “great location”, “good public transport links”, “coastal/rural/city centre location”
    • Take a look through my “News” page for several examples of proven recruitment advert wording
  • Always request a covering letter to support C.V.s, asking the applicant to explain why they are right for the role you have on offer and what they can bring to your team and practice

Each applicant will have a different range of skills and experience and one of the best ways to identify and short-list for interview is to “score” applicant C/V.s against your own prioritised criteria:

  • List 10-12 key aspects of the job and person that are important to you, such as
    • Years of experience
    • Qualifications
    • Specific skills needed for the role e.g. specialist nursing, decontamination, lead nurse, management , customer service, IT/software, teamwork, dealing with difficult situations, planning, communication
    • Always have an “Other” aspect for candidates who flag up special skills or particular reasons they could be right for you
  • Use the C.V. and covering letter to score each applicant against the criteria you have listed (0 = low/none, 5 = high/perfect!)
  • Allocate your own weighting or ranking to each of the aspects so that candidates with the most important skills score higher
    • If Lead Nurse skills are vital, weight this with a 5 – the best candidates would score a 5 from their C.V.  x your own weighting of 5 = 25
  • Short-list between 3 and 5 of the highest-scoring candidates for interview

Get to Know Your Candidates Better

At this stage many of my clients make good use of Everything DiSC, a long-established and proven work-style preference profile, which short-listed candidates complete on-line in about 20 minutes. Workplace-Circle_thumb

Based around candidate responses to a wide-range of work-style/team scenario questions, a detailed profile on the candidate’s likely approach to work and their ability to work effectively alongside different types of people, including yourself as their manager or leader, is summarised and made available to you.

The profile helps to identify whether the candidate can fill “gaps” in your ideal team structure. Remember that no team can function effectively where everyone has the same attitude, approach and work-style.

You will also be able to identify the likely “motivators” and “stressors” for each candidate, which helps to structure the right questions for interview and is a great help for managing the successful candidate.

The profiles are self-explanatory, self-contained and available for just £75 per candidate. As an accredited trainer and provider of Everything DiSC tools, I can help you interpret and make full use of the information if required, including comparison reports where there is no one clear “winner”, even after interview.

You can find out more about Everything DiSC workplace profiles here.

Really Get to Know Your Candidates

At the interview use a similar score-card to the one above, update scores based on what you see and hear

Don’t take anything at face value – ask for examples of what has been done and what has been achieved. Challenge the C.V. and claims but most importantly of all, get to know the person and what makes them tick.

  • “Give me an example of when you resolved a patient complaint”
  • “Tell me about a time you felt under pressure at work and how you responded”
  • Give me an example of how you supported another member of the team”
  • “How would you deal with a patient complaint about . . . “
  • “How would you make sure the diary was kept full?”
  • “What part of the job do you find most and least satisfying?”
  • “Why is this role the right one for you?”

Some important additions to the C.V. score-card when used for interview candidates are:

  • Approach to handling of typical scenarios such as those above
  • Personality traits you are looking for such as confidence, outgoing, committed, hardworking, willingness to learn, flexibility
  • Specific questions and circumstances for individuals, which need clarification or investigation

We have focused this discussion on skills, attitude, ability and team structure. Don’t forget to use your practice recruitment procedures/checklist to make sure all the practicalities and legal requirements of recruiting the right person are also covered. A suitable probationary period of up to 6 months is also essential.

Go For It and Make Your Decision

Armed with information from the applicant’s C.V., covering letter, Everything DiSC workplace profile, candidate score-cards and an effective, frank and open interview, you will have all you need to confidently make the big decision.

There is plenty of help out there to plug any management gaps within your business, including Your Dental Manager, so please do get in touch if you have any concerns or want to further improve the overall management/efficiency of your practice: info@yourdentalmanager.co.uk or check our on-line calendar to book a complimentary chat.

 

 

 

Will Your New Recruit Fit Into the Team?

Your Dental Manager Embraces South West England

We are delighted to announce that from 1st May 2017, Your Dental Manager has expanded its reach into the South West of England through an exciting and valuable alliance with well known Plymouth dentist Charlie Fox and practice business manager Edd Jones.

Charlie and Edd will be delivering a wide range of strategic and business management support, coaching and mentoring under the Your Dental Manager umbrella, to independent dental practices across the South West and we welcome them warmly into the YDM family.

Charlie and Edd’s experience, skills and knowledge, combined with those of the established Your Dental Manager team and resources, will quickly bring added benefit to existing and new client practices.

Dr. Charlie Fox BDS (U Birm.) LDSRCS (Eng.)

Charlie has been a dentist for 27+ years, having qualified via the Royal Navy in 1990.

Charlie initially worked in Scotland after leaving the  Navy in 1995. He moved to the South West in 1999, where he continued to work in various practices.

Charlie bought his own dental  practice in Plymouth in 2003, Hartley Dental.

Since owning Hartley, Charlie has built a fantastic environment for his patients, offering the highest levels of care and customer service.

Ensuring that his Practice is profitable, without compromising customer experience, is the key to Hartley Dental’s success

Charlie@yourdentalmanager.co.uk

Edd Jones

Edd came into the dental industry with extensive business and customer-service management experience.

This experience  includes working within the security, gaming and leisure Industry, all of which are  highly  competitive and customer-service driven industries.

Edd prides himself on offering simple, effective and measurable business, operational management and customer service advice, specifically designed to help your business grow and move onto the next level.

Edd has a proven track record of increasing profitability, reducing costs and effectively managing teams of people during his career and is a nominee for 2017 Practice Manager of the Year.

Edd@yourdentalmanager.co.uk

“Charlie and Edd of C & E Consult are delighted to have joined with Your Dental Manager.

We will make full use of the extensive business management resources and experience of YDM to bring maximum benefit to our clients in the YDM South West region.

We look forward to working closely with YDM and practices across the South West to help your business grow.”

On-line booking of introductory calls and practice visits is now available for Charlie and Edd to discuss their work and availability in the South West, or contact them directly by e-mail.

For appointments and enquiries in the rest of the UK and Ireland, please continue to book your appointments through the main on-line calendar or e-mail mark@yourdentalmanager.co.uk.

We all look forward to supporting many more practices across the thriving independent UK dental sector.

Your Dental Manager Embraces South West England

Job Opportunity – Practice Manager, Leeds

YDMLogoBridging

This Position is now filled

My client in Guiseley, Leeds is looking for an experienced, well-organised and professional part-time Practice Manager to join and help lead an established, friendly family dental practice for 3 days per week.

The practice is within easy commuting distance of Leeds and Bradford, with excellent transport links

The successful applicant will support the Principal Dentist and team to deliver increasingly high standards of customer care, ensure all systems and procedures are kept updated and adhered to whilst maximising business opportunities and enhancing team performance.

Previous dental experience is preferred but not essential. Strong management, people and organisational skills are. If you have proven leadership skills, have successfully managed a team of people in the past and looking for a part-time position, we would like to talk with you.

Salary range is £20k – £22k (pro-rata) dependent on experience

Key Responsibilities:

  • To guide, direct and successfully manage an existing team of motivated and happy people
  • To ensure all non clinical systems within the practice run smoothly and efficiently, constantly improving these
  • To ensure we always give practical support and care to our patients, ensuring their experience is constantly improving
  • To enhance the financial performance of the practice
  • To manage compliance within all regulatory requirements using established processes and procedures

The successful applicant will be required to undertake an enhanced DBS check

If you would like to apply for this position, please forward your CV and a covering letter outlining how you think you can help the practice to leeds@yourdentalmanager.co.uk.

Job Opportunity – Practice Manager, Leeds

CQC Hotspots – March 2017

YDMLogoBridging

Reviewing a further sample of 56 CQC dental inspection reports published over recent weeks, highlighted a number of compliance breaches which can easily be avoided, but which are still catching out some practices.

Of the 56 practices sampled, 5 practices were issued with breach notifications. Clearly the vast majority of practices are still getting things right, which is great news. All notices reviewed this month were issued for breaches within the Well Led standard.

In the spirit of continuous improvement and to try and help 100% of practices achieve a clean pass, here are some of the key-findings and recommendations from these very recent inspections, which might just keep another practice out of trouble.

  • Every month, two or three practices are being picked up on inadequate recruitment and staff induction procedures. Follow simple checklists and procedures to demonstrate that you are doing things correctly and keep records in staff files.
  • Ensure you are receiving, checking and taking action on relevant MHRA/CAS patient safety alerts. Dental practices don’t receive many but there must be a robust system in place to show that you identify and respond to any that are published.
  • Ensure that all sterilisation and clinical equipment is externally validated by professionals/suppliers in addition to the recommended routine/daily/weekly checks you are required to undertake.
    dreamstime_xs_43893109
  • Audits are still seen without essential evidence of learning and action points. Don’t treat audits as a box-ticking exercise, use them to identify and resolve short-comings.
  • X-ray audits for quality and justification should be undertaken for each dentist, not on an individual surgery/equipment basis, as this could leave some dentists unchecked. Records should show all dentists are regularly audited.
  • Prescription and controlled medicines/drugs must be locked away and closely monitored.
  • Management of sharp injuries are regularly checked. Ensure procedures are in place and communicated to all the team. Incident/Accident Reporting records must be updated for each event.
  • The practice Health & Safety risk assessment must be kept up to date and where new or changed risks are identified, actions put in place to resolve quickly. Don’t delay as once identified, you have a responsibility to correct.
  • Check your electrical system inspections and certificates are all in place and up to date including Portable Appliance Testing. Frequency of re-test will be confirmed during each visit/inspection. More details from the Health & Safety Executive here.
  • Inspectors continue to come across missing or partially-completed, mandatory risk assessments including Sharps, Fire, Clinical Waste, COSHH and Manual Handling.
  • Remember to date and review all of your practice policies and procedures at least annually. If nothing has changed simply re-date to show that you have been there.
  • Don’t forget that associate dentists, therapists and hygienists should also have annual appraisals to review performance and identify training requirements.
  • Collecting and responding to patient feedback and comments is essential. Don’t just rely on the NHS Family & Friends test, which is just one specific measure.
  • Make sure that the Registered Manager/CQC lead has adequate time to complete all their duties and responsibilities. Practices have been picked up where the Principal dentist/owner has day to day responsibility but is in surgery for the majority of the week.
  • Take care with “Off the Shelf” or “In a Box” Policy and Procedure packs. They are an essential and valuable source of material for many practices, but each policy/procedure must be reviewed and personalised to the practice and the way you work.
  • Make sure that all the named individuals/leads in your policies/procedures still actually work at the practice. Update and replacement is essential.
  • The practice is responsible for overseeing CPD training – make sure you keep records of where everyone is within their CPD training cycle.
  • Keep on top of your fire log book and mandatory checks of fire equipment including  alarms and emergency lighting.
  • Ensure your fire procedures make provision for evacuation of patients with disabilities.
  • Don’t forget to book regular team meetings into the diary – ideally monthly – and keep records of agendas, minutes and action points from each. It is not enough for staff to say that everything is discussed and resolved informally during the working day.

As always, remember that if something is not recorded or evidenced, in the eyes of the CQC and other external bodies such as the NHS, it didn’t happen, even though you may know full well that it did! This continues to catch practices out, leading to frustration and avoidable stress for all!

Findings from previous inspection reviews can be found here:  CQC Hotspots

There is plenty of help out there to plug any management gaps including Your Dental Manager, so please do get in touch if you have any concerns or want to further improve the overall management/efficiency of your practice: info@yourdentalmanager.co.uk or check our on-line calendar to book a complimentary chat.

CQC Hotspots – March 2017

Make a Difference With Your Practice Appointment Diary

YDMLogoBridging

Your practice appointment diary is a powerful tool at the heart of your business, with the Planning meetingpower to make or break the day for yourself, the team and your patients.

Left to run itself, without thought and planning, you will at best experience “organised chaos”. You will certainly know who is due in, when and hopefully why – but you and the team are always at the mercy of whatever has been randomly booked in, from routine checks to complex root canal treatments.

Here are some of the scenarios often seen when visiting practices

  • Queues in the waiting room as multiple patients arrive for short appointments – some arrive early, others arrive late – all seem to arrive at the same time
  • Multiple routine dental health checks in multiple surgeries at the same time
  • Patients leave the surgery without making payments or booking their next appointment due to a busy reception – more work to be done later
  • Telephones go unanswered as patient queues and over-running appointments are managed
  • Dental nurses making multiple journeys to the decontamination unit from multiple surgeries
  • Shortage of exam kits due to a backlog of sterilisation – even more to be purchased
  • No time to actively talk to patients as clocks and watches are checked by patients, receptionists and clinicians
  • Clinical earnings and hourly rates are down down despite being very busy
  • The next available appointment for a complex treatment is 5 weeks ahead
  • Receptionists tasked to fill the diary with any appointment at any time.
  • Plenty of white space in the diary but can I find a treatment slot for more than 30 minutes? Add this white space together and we have a surprising amount of downtime.

A realistic solution is to take control of your appointment diary and start by creating regular “Treatment Blocks” for more complex treatments.

  • No recalls/routine appointments to be booked into the Treatment Blocks
  • Zone out different Treatment Blocks for different surgeries sat different times o that when one surgery has low patient volumes another surgery has more recall appointments to smooth out patient volumesEducation concept: Think Different on digital background
  • Create as “Clinics” or equivalent so that your practice software doesn’t offer the Treatment Blocks when searched for recall appointments
  • Number and length of Treatment Blocks will be dependent on the split of work you have between routine recalls/health checks and treatment opportunities
  • Minimum 2 hour blocks to ensure time for either one or two complex treatments
  • Vary the days and use both morning and afternoon blocks to provide more choice to patients – maybe try a rolling 4 week rota of different days/sessions
  • Patients requiring treatment are often more flexible with time than recall patients – treatment blocks can make good use of mid-morning and mid afternoons – leave peak times for recall patients
  • The clinician has shared responsibility to fill treatment blocks by identifying patients  for treatment and advising reception to utilise next available slot
  • Reception can follow-up treatment plans and book patients into available treatment slots
  • Release any unused treatment block time two days prior to the date to allow time for reception to call short-notice patients, book in urgent appointments

A few of the benefits you will soon start to see from implementing Treatment Blocks:

  • Smoother flow of patient volumes across the week and working day
  • Increased take-up of Treatment Plans
    • Patients can be booked in quickly whilst discussions are still fresh in the mind
    • Improved service for patients
    • Patients feel more valued and appreciated
    • Reduced chance of appointments being cancelled if available within a few days
  • Reduced pressure on reception with less peaks and troughs of demand
  • Reduced pressure on clinicians and dental nurses from a healthy mixture of checks and treatments
  • Reduced pressure on decontamination facilities and availability of exam kits
  • Improved patient journey
  • Improved telephone-handling capacity across the working day and week
  • More consistent cash-flow, hourly rate and clinical earnings from a steady mix of checks and treatments
  • Incentive for clinicians to book patients in for treatment sooner rather than later
  • Calmer practice environment

There is plenty of help  and support out there to help you make a difference to your business, including Your Dental Manager, so please do get in touch to find out more:  info@yourdentalmanager.co.uk or check our on-line calendar to book a complimentary chat.

 

 

Make a Difference With Your Practice Appointment Diary

CQC Hotspots – November 2016

YDMLogoBridging

Reviewing a further sample of 50 CQC dental inspection reports published in November, highlighted a number of breaches which can easily be avoided.

Shortcomings were spread across the “Safe”, “Effective” and “Well Led” criteria. Recruitment procedures continue to feature prominently as does knowledge of the Mental Capacity Act 2005 and it’s impact on valid consent.

Of the 50 practices sampled, just 4 practices were issued with breach notifications. Clearly the vast majority of practices are getting things right, which is great news.

In the spirit of continuous improvement and to try and help 100% of practices achieve a clean pass, here are some of the key-findings from these very recent inspections, which might just keep another practice out of trouble.

  • Regularly share your policies & procedures with the team and ensure everyone knows where they can be found. Don’t leave them “on the shelf”.
  • Keep your policies and procedures up to date with regular reviews and always date the review as evidence. Any changes/updates must be communicated to the team.
  • Inadequate recruitment checks and procedures including right to work, references and qualification checks continue to feature regularly. Make sure your staff files are well organised and compliant. Use checklists to ensure everything is covered and evidenced.
  • Missing or incomplete training records. Particularly individual training records for Infection Control, Information Governance, Complaints and Health & Safety.
  • Make sure the team have a good understanding of safeguarding for children and vulnerable adults, with local referral points identified and easily accessible.
    dreamstime_xs_43893109
  • Check that you have a valid Legionella Risk assessment and that all recommended checks are being actioned.
  • Inadequate Medical Emergency kit/supplies. Make sure you comply with the Resuscitation Council/GDC guidelines.
  • Not seeking or reacting to patient feedback. Make sure you have comment forms and collection box easily accessible to patients. Don’t forget to review and action the contents.
  • Irregular, or no, team meetings.  Make sure you hold meetings more than once or twice a year (preferably monthly), to keep everyone up to date and include lessons learned from audits/patient feedback. Remember to keep meeting minutes to evidence discussions.
  • Audits without essential evidence of learning and action points.
  • Missing or inadequate reporting of significant incident records, including follow-up actions and discussions. Make sure the team are aware of your procedures and learning points.
  • No evidence of tracking, monitoring and reacting to patient safety reports, including CAS and MHRA.
  • The Duty of Candour continues to be checked regularly. Make sure this is understood by all the team and that the procedures/working environment are in place to encourage openness and honesty.
  • Unclear or incomplete patient records have started to feature including the need to show evidence of health advice/best practice and compliance with NICE/FGDP/DH guidelines.
  • Evidence compliance with a preventative approach to dental care in line with DH publication “Delivering Better Oral Health”.
  • Patient records should clearly show treatment options available to patients and evidence of patients making an informed decision.
  • Make sure inexperienced/trainee staff have adequate supervision, mentoring and support.
  • Smaller practices in particular, need to ensure that they have robust referral procedures in place to ensure all patient needs are met and medical concerns escalated.
  • One practice was picked up for not using a rubber dam during root canal treatment
  • Regularly check use-by dates on stock in surgeries, emergency medical supplies and reception consumables to ensure none go out of date.
  • Check that all your dentists are up to date with Radiography training and that you have a Radiation Protection Adviser (RPA) appointed at all times.

As always, remember that if something is not recorded or evidenced, in the eyes of the CQC and other external bodies such as the NHS, it didn’t happen, even though you may know full well that it did! This continues to catch practices out, leading to frustration and avoidable stress for all!

Findings from previous inspection reviews can be found here:  CQC Hotspots

There is plenty of help out there to plug any management gaps including Your Dental Manager, so please do get in touch if you have any concerns or want to further improve the overall management/efficiency of your practice: info@yourdentalmanager.co.uk or check our on-line calendar to book a complimentary chat.

 

CQC Hotspots – November 2016