The Brace Orthodontic Group - London City

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

We found this practice was providing well-led care in accordance with the relevant regulations and had taken into consideration appropriate guidance.

Find out what we look at when we assess this area in our information about our new Single assessment framework.

The judgement for Shared direction and culture is based on the latest evidence we assessed for the Well-led key question.

The judgement for Capable, compassionate and inclusive leaders is based on the latest evidence we assessed for the Well-led key question.

The judgement for Freedom to speak up is based on the latest evidence we assessed for the Well-led key question.

The judgement for Workforce equality, diversity and inclusion is based on the latest evidence we assessed for the Well-led key question.

The practice had a governance system that included policies and procedures, which were accessible to staff and were reviewed on a regular basis. Improvements were required to ensure all risk assessments were tailored and relevant to the service, as the health and safety risk assessment mentioned the use of lasers, which were not used by this practice. Systems and processes were embedded, and the assessment did not highlight any significant issues or omissions. Areas requiring improvement were acted on immediately. Staff were aware of the importance of protecting patients’ personal information. Staff password protected patients’ electronic care records, and paper records were stored securely and complied with General Data Protection Regulations. There were effective processes for undertaking audits, identifying and managing risks, investigating incidents and accidents, and for receiving and acting on safety alerts. Staff demonstrated an open culture in relation to people’s safety. Staff had clear responsibilities, and systems of accountability to support good governance. We noted innovative approaches to providing person centred care. For example, the practice had invested in technology which allowed remote monitoring of patient’s journey and had also invested in 4-D printers to allow the practice to make retainers for patients quickly and easily. The practice had taken steps to improve environmental sustainability. For example, by storing policies and procedures online, to reduce the need for printing paper.

Feedback from patients and referring general dental practitioners was collected and responded to. The practice organised seminars for referring dentists, which would provide these dentists with continued professional development and gave the opportunity for the practice to collect direct feedback from those dentists about the orthodontic treatment patients they had referred received. The practice donated any money raised from these seminars to local charities. Concerns and complaints were responded to appropriately, and outcomes were discussed to share learning and for improvement. The practice completed a patient survey which looked at patients views of the technology used to remotely monitor their treatment. The survey showed that overall patient satisfaction was 93%, and 87% of the patients who responded felt reassured by the remote monitoring process. As a result of this survey, the practice implemented a change to the wording of the email which was sent to patients who were starting their orthodontic treatment. This included an email address to use if the patients had any concerns or questions about their clinical treatment. The survey collected patient views on what was their most favourite and least favourite aspects of the technology. The practice used this information to implement small changes to improve the patient journey and planned to continually monitor patient satisfaction through the use of these surveys. Staff feedback was obtained through meetings and informal discussions. They were encouraged to offer suggestions for improvements to the service, and they said these were listened to and acted upon, where appropriate. For example, staff told us they discussed the results of the patient survey and discussed ways to improve the patient experience together as a team.

The judgement for Partnerships and communities is based on the latest evidence we assessed for the Well-led key question.

The judgement for Learning, improvement and innovation is based on the latest evidence we assessed for the Well-led key question.