Compliance is seldom, if ever, top of a dental team’s list of their favourite aspects of practice life. For some, it feels like a maze of policies, paperwork and checklists. For others, it’s something the practice manager “sorts out on a Friday afternoon.” But, according to dentist and compliance specialist, Pat Langley, compliance is more than a regulatory obligation but rather the foundation of a safe, well‑run, happy practice.
So, what is compliance? And why does it matter so much? As Pat stresses, Compliance is about people, not paperwork. Her definition of compliance is refreshingly simple. She says: “At the heart of all compliance is teamwork.”
Although regulators like the CQC, RQIA, Healthcare Inspectorate Wales and Healthcare Improvement Scotland may all use slightly different terms, their expectations are broadly the same. They want practices to demonstrate that they are:
- Safe
- Effective
- Caring
- Responsive
- Well‑led.
As well as being the backbone of inspection frameworks, these five areas are also fundamental to the running of a good dental practice.
What Pat finds is that teams often struggle with the two biggest areas: safe and well‑led. ‘Safe’ can be challenging as it covers such a large range of responsibilities. These include, to name a few:
- Infection control
- Health and safety
- Risk assessments
- COSHH
- Electrical safety
- Waste management
- Radiation protection.
All of this can feel overwhelming. However, Pat is at pains to stress that compliance isn’t meant to be a burden as it’s simply a way of formalising what a well‑run practice should be doing anyway.
The myth that compliance = policies
One of the biggest misconceptions Pat comes across is the belief that compliance is all about policies. This is simply not the case. As she points out, policies are merely the operations manual, the written down version of “how we do things here.” They’re important, but in Pat’s words: “Policies are a small cog in a much bigger wheel.”
Too many practices drown themselves in too many (sometimes unnecessary) policies while missing the bigger picture, which is the business of running a safe, well-led service with clear leadership, good communication and shared responsibility.
Compliance is a team sport
In many practices, compliance defaults to the practice manager. Pat stresses this is unrealistic and risky. As Pat points out, there are so many aspects to compliance that overseeing all of them can become a full-time job.
That’s why she believes a modern dental practice needs a range of compliance leads. Rather than leaving everything to one person, someone should take the lead in each of these areas:
- Safeguarding
- Infection control
- Data protection
- Radiation protection
- Complaints.
One person can’t (and shouldn’t) do all of this alone. Especially not a Practice Manager who has many other responsibilities in addition to compliance.
To be able to keep a handle on all these areas the responsibilities need to be shared out across the team. As well as helping to make compliance achievable, it also creates opportunities for development. When team members take on roles that suit their strengths or passions, it can become part of their progression and can even lead to recognition or additional reward and remuneration.
Leadership sets the tone
Pat sees one of the biggest hurdles to embedding compliance into the everyday workings of practice life is the attitude of the practice owner. Some still see compliance as an unnecessary burden and a waste of time.
When leaders take that view, it filters down to the whole team. Pat believes that leaders with this type of attitude are missing the point. She argues that compliance should be viewed as an investment in quality, culture and peace of mind. A compliant practice is calmer, safer and more stable and these directly benefit both staff and patients.
Why a mock inspection is a valuable thing to do
Pat is an advocate of practices conducting mock inspections. She believes they can be a help to build the team’s confidence. Although there is never a way to predict exactly what an inspector might want to cover, and teams are always likely to find a real inspection stressful, they can be a useful exercise as they help teams:
- Understand what an inspector will look for
- Identify gaps before the real inspection
- Get comfortable answering questions
- Reduce fear of the unknown
A mock inspection can be viewed as a “critical friend with a helping hand.” It’s meant to be supportive, not punitive.
Training — the key to staying compliant
Having a well-trained team is essential to having a successful business. Being able to evidence this as part of an inspection is more than just a tick box exercise as it shows that your team is competent and up to date. Regulators expect teams to have training in a number of areas including:
- Infection control
- Health and safety
- Safeguarding
- Risk assessments
- Equality, diversity and inclusion
- Learning disability and autism (including Oliver McGowan training)
- Newer requirements like sexual harassment awareness.
As Pat highlights, there is a wealth of free training available that delivers practical guidance and CPD. She herself also holds monthly webinars aimed at helping teams remain compliant. [Ask Pat for link]
If you don’t have a compliant practice… you don’t have a business
This is the single most important message that Pat tries to convey to practice owners and their teams.
Most practices that run into trouble aren’t being reckless. They are more likely to have “lost their way” as they lack the right structure, support or oversight. Compliance systems and software, such as the ones Pat’s company offers, can be a big help to keep things on track. They simplify tasks, clarify responsibilities, and ensure nothing slips through the cracks. However, fundamentally, compliance is about good habits, shared ownership and patient-centred care. It’s not rocket science.
Compliance — something to embrace rather than fear
Pat has a message of comfort to practices who may not be as on top of their compliance as they would like to be. Unless you and your team are doing nothing at all, then compliance is not usually something to fear. It’s integral to the way you run your business, not something that you remember to ‘do’ now and again.
Compliance helps you to achieve a safer environment (for everyone) and a stronger team that is confident during inspections. Ultimately, it leads to less stress and, most importantly, better patient care. Compliance is simply how a great dental practice runs.
