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Bupa Dental Centre - Manchester Square

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Reports


Inspection carried out on 12 March 2019

During a routine inspection

We carried out this announced inspection on 12 March 2019 under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. We planned the inspection to check whether the registered provider was meeting the legal requirements in the Health and Social Care Act 2008 and associated regulations. The inspection was led by a CQC inspector who was supported by a specialist dental adviser.

To get to the heart of patients’ experiences of care and treatment, we always ask the following five questions:

• Is it safe?

• Is it effective?

• Is it caring?

• Is it responsive to people’s needs?

• Is it well-led?

These questions form the framework for the areas we look at during the inspection.

Our findings were:

Are services safe?

We found that this practice was providing safe care in accordance with the relevant regulations.

Are services effective?

We found that this practice was providing effective care in accordance with the relevant regulations.

Are services caring?

We found that this practice was providing caring services in accordance with the relevant regulations.

Are services responsive?

We found that this practice was providing responsive care in accordance with the relevant regulations.

Are services well-led?

We found that this practice was providing well-led care in accordance with the relevant regulations.

Background

Bupa Dental Centre – Manchester Square is in Westminster and provides private treatment to adults and children.

The building is accessible to wheelchair users and those with prams via a portable ramp. Car parking spaces are available near the practice for a fee. There are good links to transport services in the area.

The dental team includes four dentists, two dental nurses, four dental hygienists, three receptionists and a practice manager. The practice has three treatment rooms.

The practice is owned by a company and as a condition of registration must have a person registered with the Care Quality Commission as the registered manager. Registered managers have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the practice is run. The registered manager at Bupa Dental Centre – Manchester Square is the practice manager.

On the day of inspection, we collected 10 CQC comment cards filled in by patients and spoke with two patients during the inspection.

During the inspection we spoke with two dentists, one dental nurse, one receptionist and the practice manager. Two of the provider’s compliance managers were also present at the inspection and we spoke with them also. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open: 8.45-5.00pm Monday, 9.00-6.00pm Tuesday, 9.00am- 7.00pm Wednesday, 9.00-6.00pm Thursday, 9.00am- 5.00pm Friday. The practice provides a hygiene only service one Saturday every month from 10.00-4.00pm.

Our key findings were:

  • The practice appeared clean and well maintained.
  • The provider had infection control procedures which reflected published guidance.
  • Staff knew how to deal with emergencies. Appropriate medicines and life-saving equipment were available.
  • The practice had systems to help them manage risk to patients and staff.
  • The provider had suitable safeguarding processes and staff knew their responsibilities for safeguarding vulnerable adults and children.
  • The provider had thorough staff recruitment procedures.
  • The clinical staff provided patients’ care and treatment in line with current guidelines.
  • Staff treated patients with dignity and respect and took care to protect their privacy and personal information.
  • Staff were providing preventive care and supporting patients to ensure better oral health.
  • The appointment system took account of patients’ needs.
  • The provider had effective leadership and culture of continuous improvement.
  • Staff felt involved and supported and worked well as a team.
  • The provider asked staff and patients for feedback about the services they provided.
  • The provider dealt with complaints positively and efficiently.
  • The provider had suitable information governance arrangements.