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3. To help each team member feel more confident when the CQC Inspector comes to visit your practice © The Dental Business Academy 2011-12 2

4. Following this programme you will: 1. Recognise the purpose and background of CQC inspection 2. Be better prepared for the CQC Inspection 3. Understand how the Inspector will make their judgment © The Dental Business Academy 2011-12 3

5. Introduction to the session What do you already know about CQC? Discussion A Team Introduction to CQC PowerPoint Preparing for my interview Activity 1 & Discussion Team Quiz – Judgement Day Activity 2 & Discussion Turning the CQC Inspection into an opportunity PowerPoint © The Dental Business Academy 2011-12 4

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8. 1. The Regulatory Climate 2. The Care Quality Commission – its role and responsibilities © The Dental Business Academy 2011-12 7

9. Some Social History 8

10. ‘The professions have struck a bargain with society. In return for access to their extraordinary knowledge in matters of great human importance, society has granted them a mandate for social control in their fields of specialisation, a high degree of autonomy in their practice and a licence to determine who shall assume the mantle of professional.’ Everett Hughes (1959), pioneering sociologist of the professions © The Dental Business Academy 2011-12 9

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12. © The Dental Business Academy 2011-12 11

13. Castellani B. and Wear D. (2000) ‘Physician Views on Practicing Professionalism in a Corporate Age’ Qualitative Health Research Vol. 10 (4): 490-506 © The Dental Business Academy 2011-12 12

14. The General Dental Council is no longer elected by the dental profession The delivery of many aspects of dental care is being devolved to DCPs And what about Clinical Freedom? © The Dental Business Academy 2011-12 13

15. Shipman Alder Hay Bristol Paediatric Heart Surgery © The Dental Business Academy 2011-12 14

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18. © The Dental Business Academy 2011-12 17 1. The Regulatory Climate 2. The Care Quality Commission – its role and responsibilities

19. Its role and responsibilities © The Dental Business Academy 2011-12 18

20. We are the independent regulator of health and social care in England © The Dental Business Academy 2011-12 19 We regulate care provided by the NHS, local authorities, private companies and voluntary organisations. We aim to make sure better care is provided for everyone - in hospitals, care homes and people's own homes.

21. VISION © The Dental Business Academy 2011-12 20 Our vision is of high quality health and social care which: Supports people to live healthy and independent lives Helps people and their carers make informed choices about care Responds to individual needs

22. HIGH QUALITY CARE (1) © The Dental Business Academy 2011-12 21 Is safe Has the right outcomes – the right treatment provided in the right way Is a good experience for the people who use it, their carers and their families

23. HIGH QUALITY CARE (2) © The Dental Business Academy 2011-12 22 Helps to prevent illness, and promotes healthy, independent living Is available to those who need it when they need it Provides good value for money

24. VALUES © The Dental Business Academy 2011-12 23 Deliver effectively Demonstrate accountability Display integrity Act inclusively Be proud

25. POWERS & DUTIES (1) © The Dental Business Academy 2011-12 24 Registering providers of health care and social care Monitoring how providers comply with the standards Using our enforcement powers Acting to protect patients whose rights are restricted

26. POWERS & DUTIES (2) © The Dental Business Academy 2011-12 25 Promoting improvement in services Carrying out special reviews Seeking the views of people who use services Telling people about the quality of their local care services

27. OUR PRIORITIES © The Dental Business Academy 2011-12 26 We focus on quality and act swiftly to eliminate poor quality care We make sure care is centred on people’s needs and protects their rights

28. © The Dental Business Academy 2011-12 27 The focus of the visit looks at the quality of treatment and quality of service experienced by patients They will expect to observe patient treatment and also study records to assess outcomes for patients and how they were achieved

29. What will they be looking for? © The Dental Business Academy 2011-12 28 There are 28 regulations and associated standards described in the ‘Essential standards for quality and safety for providers’ publication. They will focus on the 16 regulations that most directly relate to the quality and safety of care.

30. Outcome Evidence © The Dental Business Academy 2011-12 29 Patient satisfaction surveys Patient complaints records Evidence of team meetings, training events, appraisals Clinical audits

31. © The Dental Business Academy 2011-12 30 The Registered Manager Clinicians Dental Nurses and Receptionists Patients They will expect to interview

32. Clinician Interviews © The Dental Business Academy 2011-12 31 Evidence of relevant CPD activity Evidence of providing safe and effective treatment – including the examination and consent process Evidence of Clinical Governance activity

33. Dental Nurse Interviews © The Dental Business Academy 2011-12 32 Evidence of relevant CPD activity Evidence of providing a safe and respectful environment Evidence of Clinical Governance activity

34. Receptionist Interviews © The Dental Business Academy 2011-12 33 Evidence of relevant CPD activity Evidence of providing a safe and respectful environment Evidence of Clinical Governance activity

35. Patient Interviews © The Dental Business Academy 2011-12 34 Are your treatment options clearly explained to you? Do you know what your fees are going to be? Do you feel you are treated respectfully? Are you seen on time?

36. 1.Study your copy of ‘The Quick Guide to the Essential Standards’. Work out how each of the 16 Regulations applies to your own practice. 2.Think about your interview with the CQC Inspector and write down 10 questions you think they may ask you. 3.Then work out how you would reply, including the evidence you could provide them with. Write your answers on Answer Sheet 1 and discuss. © The Dental Business Academy 2011-12 35 When the Inspector calls

37. Making a Judgement © The Dental Business Academy 2011-12 36 Impact How serious is the risk to patient safety or quality of care? Concern What is the likelihood of this happening again?

38. Making a Judgement © The Dental Business Academy 2011-12 37 Impact Low Medium High Concern Low Medium High

39. Write your answers on Answer Sheet 2 and discuss © The Dental Business Academy 2011-12 38 Look at the Case Scenarios on Answer Sheet 2 and decide what level of impact and concern the Inspector would give to each one Judgement Day Quiz

40. © The Dental Business Academy 2011-12 39

41. J Edwards Deming 1900-93 Business School Professor Statistician Author Business Consultant © The Dental Business Academy 2011-12 40

42. 1.Set clearly defined standards for the product or service 2.Measure performance of the product or service against those standards 3.Have a systematic approach to improvement following measurement © The Dental Business Academy 2011-12 41

43. © The Dental Business Academy 2011-12 42 Set patient-centred standards Measure the team’s performance against those standards Have a systematic approach to improving performance

44. When people and organisations focus primarily on costs: Quality declines and costs tend to rise over time © The Dental Business Academy 2011-12 43

45. When people and organisations focus primarily on quality there is an increase in quality and a fall in costs over time © The Dental Business Academy 2011-12 44

46. reduces mistakes saves time saves money © The Dental Business Academy 2011-12 45

47. © The Dental Business Academy 2011-12 46

48. Effective Efficient Consistent © The Dental Business Academy 2011-12 47

49. 85% OF QUALITY PROBLEMS ARE CAUSED BY DEFECTIVE, INADEQUATE OR MISSING SYSTEMS 15% ARE CAUSED BY DEFICIENCIES IN THE PEOPLE USING THE SYSTEM © The Dental Business Academy 2011-12 48

50. Kaizen 改善 改善 The Principle of Continuous Improvement © The Dental Business Academy 2011-12 49

51. The Regulatory Climate The CQC – its role and responsibilities Turning the CQC Inspection into an opportunity © The Dental Business Academy 2011-12 50

52. Thank you from everyone at The Dental Business Academy! © The Dental Business Academy 2011-12 51 Please send us your feedback to info@thedentalbusinessacademy.co.uk