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CQC warns Thornton Heath dentist that he is failing to protect the safety and welfare of people

19 July 2012
  • Dental service

19 July 2012

Urgent improvements required at Arcades Dental Practice – Thornton Heath.

The Care Quality Commission (CQC) has issued a formal warning to Mr Anthony D’Souza that he must make urgent improvements at a dental surgery in Thornton Heath, south London.

Two warning notices have been issued following an unannounced inspection of Arcades Dental Practice – Thornton Heath, in Parchmore Road, in May. The dental practice was closed following a flood at the time of the inspection.

Inspectors found that, while there was an infection control policy in place, infection control audits had not been carried out. Best practice guidance from the Department of Health was not being followed. The provider was unable to evidence how appropriate standards of cleanliness and hygiene would be maintained at the practice once it reopened.

Inspectors also found that the practice did not have an effective system in place for dealing with complaints. Information provided to patients on how to make a complaint was out of date and ineffective. The General Dental Council had recently asked the provider to formulate an effective complaints policy, and this had not been done.

Matthew Trainer, Deputy Director of CQC in London, said:

“The standards of quality and safety in care that CQC checks are those that the law says everyone should expect. These standards exist to protect vulnerable people – who cannot always speak up for themselves – from being put at risk of harm.

“While everyone who runs health and care services hopes that they will never need to deal with a complaint, it is the responsibility of the provider to make sure they have a system in place which allows potential complaints to be handled quickly and effectively.

“Our inspectors will return in the near future to carry out another unannounced inspection. If we find that the practice is not making the required progress we won’t hesitate to use our legal powers further to protect the people who use their services.”


For further information please contact the CQC press office on 0207 448 9239 or out of hours on 07917 232143.

Notes to editors

The warning notices find that Mr Anthony D’Souza is in breach of:

  • Regulation 12 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 (Outcome 8) Cleanliness and infection control
  • Regulation 19 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 (Outcome 17) Complaints

CQC issued warning notices requiring the provider to take action to meet the regulatory requirements by 14 June 2012. CQC has a range of enforcement powers which include restricting the services that a provider can offer, or, in the most serious cases, suspending or cancelling a service. CQC can also issue financial penalty notices and cautions or prosecute the provider for failing to meet essential standards. Any regulatory decision that CQC takes is open to challenge by a registered person through a variety of internal and external appeal processes.