Archived: Bupa Dental Care Wolverhampton

Updated 10 May 2016

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the practice was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.

We inspected Smiles Dental Wolverhampton on 2 February 2016. The inspection team consisted of one CQC inspector and a dental specialist advisor.

Prior to the inspection we reviewed information we held about the provider from various sources. We informed NHS England and Healthwatch that we were inspecting the practice and we did not receive any information of concern from them. We also requested details from the provider in advance of the inspection. This included their latest statement of purpose describing their values and objectives and a record of patient complaints received in the last 12 months.

During the inspection we toured the premises, spoke with the practice manager, three dentists, the practice co-ordinator, two receptionists and one dental nurse. One of the area managers from the organisation was also available at the practice on the day of the inspection. We spoke with patients and reviewed CQC comment cards which patients had completed. We reviewed a range of practice policies and practice protocols and other records relating to the management of the service.

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 therefore formed the framework for the areas we looked at during the inspection.

Updated 10 May 2016

We carried out an announced comprehensive inspection on 2 February 2016 to ask the practice the following key questions; Are services safe, effective, caring, responsive and well-led?

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

Smiles Dental Wolverhampton is a mixed dental practice providing NHS and private dental treatment for both adults and children. The service is provided by seven dentists and three dental hygienists. They are supported by a practice manager, a practice co-ordinator, two receptionists and seven dental nurses (one of whom is a trainee). Another dentist visits the practice on an ad hoc basis to provide implants (approximately on a monthly basis). One of the dentists also provides orthodontic treatment on a private basis.

The practice is located in the heart of Wolverhampton city centre. There is wheelchair access to the premises via a portable ramp. There is a waiting area and two treatment rooms on the ground floor to accommodate patients who cannot use the stairs. The premises consist of a reception area, waiting room, two treatment rooms and accessible toilet facilities on the ground floor. There are a further three treatment rooms, a second waiting room, a decontamination room and an office on the first floor. There is also a basement area comprising a staff room and storage area for dental materials and clinical waste. Opening hours are from 8am to 7.30pm on Mondays, 8am to 8pm on Tuesdays, Wednesdays, and Thursdays and from 8am to 5.30pm on Fridays. The practice is also open on Saturdays from 9am to 2pm.

The practice manager is the registered manager. A registered manager is a person who is registered with the Care Quality Commission (CQC) to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the practice is run.

Twenty-seven patients provided feedback about the practice. We looked at comment cards patients had completed prior to the inspection and we also spoke with three patients on the day of the inspection. Overall the information from patients was complimentary. Patients were positive about their experience and they commented that they were treated with respect. They said that staff were polite and friendly.

Our key findings were:

• There was appropriate equipment for staff to undertake their duties, and equipment was well maintained.
• The practice had systems to assess and manage risks to patients, including infection prevention and control, health and safety, safeguarding and the management of medical emergencies.
• Patients’ care and treatment was planned and delivered in line with evidence based guidelines, best practice and current legislation.
• The practice had a structured plan in place to audit quality and safety.
• Staff received training appropriate to their roles.
• Patients told us they found the staff helpful and respectful. Patients commented they felt involved in their treatment and that it was fully explained to them.
• Patients were able to make routine and emergency appointments when needed. However, some patients commented they had to wait beyond their allocated time for appointments.
• The practice had an effective complaints system in place and there was an openness and transparency in how these were dealt with.

There were areas where the provider could make improvements and should:

• Review the practice's recruitment policy and procedures to ensure character references for new staff are requested, checked and recorded suitably.
• Monitor any defects in the dental chairs so that areas of rust and/or tears are repaired promptly to facilitate effective cleaning.