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Archived: Word of Mouth Dental Care

The provider of this service changed - see new profile


Inspection carried out on 28 May 2019

During a routine inspection

We carried out this announced inspection on 28 May 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 Care Quality Commission (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.


Word of Mouth Dental Care is in Ilford in the London Borough of Redbridge. The practice provides NHS and private dental treatment patients of all ages.

The practice is located on the ground floor in a purpose-adapted premises. The practice has four treatment rooms. There is step-free access to the practice. The practice is located close to public transport services.

The dental team includes four dentists, one dental hygienist and four dental nurses. The clinical team are supported a caretaker and a receptionist.

The practice is owned by an organisation 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 Word of Mouth Dental Care was the principal dentist.

On the day of our inspection we received feedback from 78 patients including five people who we spoke with during the inspection.

During the inspection we spoke with two dentists, two dental nurses and the receptionist. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open on Mondays to Fridays between 9am and 5.30pm.

Our key findings were:

  • The practice appeared clean and well maintained.
  • The practice 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.
  • The practice had suitable safeguarding processes and staff knew their responsibilities for safeguarding adults and children.
  • The practice 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.
  • The practice was providing preventive care and supporting patients to ensure better oral health.
  • The appointment system met patients’ needs.
  • The practice had effective leadership.
  • Staff felt involved and supported and worked well as a team.
  • The practice asked staff and patients for feedback about the services they provided.
  • The practice had arrangements to deal with complaints positively and efficiently.
  • The practice had suitable information governance arrangements.

There was one area where the provider could make improvements. They should:

  • Review the practice’s protocols for referral of patients and ensure referrals are monitored suitably.

Inspection carried out on 4 July 2013

During a routine inspection

People who used this dental practice told us that they were very pleased with the quality of the service provided. One person told us �Dr X is wonderful. He is always concerned about people�s welfare." Another said �the dentist is welcoming and friendly and helped me to overcome my fears." People also told us that they were treated with respect and that treatments were clearly explained to them. One person said �he explains what is needed fully and why.� Another told us �they always explain things well and show you models. They give you options and professional advice.�

Suitable arrangements were in place for cleaning and sterilising dental equipment. We found that people were treated in a safe, clean and hygienic environment. People told us that they were happy with the cleanliness of the practice. One person said �the environment is good and always looks clean. They always wear gloves.�

Staff received the training and support needed to provide a safe and appropriate service that met people�s care and welfare needs. They were aware of their responsibility with regard to safeguarding any children or vulnerable adults who used the service.

People�s records were accurate and up to date providing information about the advice and treatment that they had received. Records were securely stored to ensure that patient confidentiality was maintained.