• Dentist
  • Dentist

W M Rosten Dental Surgery

160a Twickenham Road, Hanworth, Feltham, Middlesex, TW13 6HD (020) 8783 0401

Provided and run by:
W. M. Rosten Ltd

All Inspections


During a routine inspection

We carried out this announced comprehensive inspection on 19 July 2023 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 practice 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 advisor.

To get to the heart of patients’ experiences of care and treatment, we always ask the following 5 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:

  • The dental clinic appeared clean and well-maintained.
  • The practice had infection control procedures which reflected published guidance.
  • Staff knew how to deal with medical emergencies. Appropriate medicines and life-saving equipment were available.
  • Safeguarding processes were in place and staff knew their responsibilities for safeguarding vulnerable adults and children.
  • Clinical staff provided patients’ care and treatment in line with current guidelines.
  • Patients were treated with dignity and respect. Staff took care to protect patients’ privacy and personal information.
  • Staff provided preventive care and supported patients to ensure better oral health.
  • The appointment system worked efficiently to respond to patients’ needs.
  • The frequency of appointments was agreed between the dentist and the patient, giving due regard to National Institute of Health and Care Excellence (NICE) guidelines.
  • There was effective leadership and a culture of continuous improvement.
  • Staff felt involved, supported and worked as a team.
  • Staff and patients were asked for feedback about the services provided.
  • Complaints were dealt with positively and efficiently.
  • The practice had information governance arrangements.
  • Improvements were needed to the systems to help the provider manage risk to staff and patients.
  • The practice had staff recruitment procedures which reflected current legislation; however, staff records were incomplete.


W M Rosten Dental Surgery is known as TW13Dental and is in the London Borough of Richmond-upon-Thames and provides NHS and private dental care and treatment for adults and children.

There is step free access to the practice for people who use wheelchairs and those with pushchairs. Car parking spaces are available at the practice. The practice has made reasonable adjustments to support patients with access requirements.

The dental team includes 4 dentists, 1 foundation training dentist, 2 qualified dental nurses, 2 trainee dental nurses, 1 dental hygienist, 1 practice manager and 1 receptionist. The practice has 3 treatment rooms.

During the inspection we spoke with 1 dentist, the qualified dental nurses, the trainee dental nurses, the dental hygienist and the practice manager. The principal dentist was not present but was contacted remotely. We looked at practice policies, procedures and other records to assess how the service is managed.

The practice is open:

Monday to Friday from 9am to 5pm

Saturday from 8.30am to 2pm

There were areas where the provider could make improvements. They should:

  • Improve the practice’s sharps procedures to ensure the practice is in compliance with the Health and Safety (Sharp Instruments in Healthcare) Regulations 2013.
  • Implement practice protocols and procedures to ensure staff are up to date with their mandatory training and their continuing professional development.
  • Take action to ensure the practice stores records relating to people employed and the management of regulated activities in compliance with legislation and take into account current guidance.
  • Improve and develop staff awareness of autism and learning disabilities and ensure all staff receive appropriate training in this.

During a check to make sure that the improvements required had been made

Our inspection of the 8th January 2013 found that the provider had not notified the Care Quality Commission (CQC) of a change in the management and directorship of the service while continuing to carry on regulated activities. The provider had also not made an application for a Nominated Individual at the practice. The provider wrote to us and told us they would take action to resolve the issue and submit an application for Nominated Individual.

We carried out a review in June 2013 and found that the provider was fully compliant and had addressed the outstanding actions and completed the necessary processes required. The provider had notified the CQC of the change of management and directorship and had submitted a successful application for a Nominated Individual.

8 January 2013

During a routine inspection

We spoke with four people who used the service and they told us that the staff were professional and courteous and always willing to be flexible, particularly in changing appointments. One person said "they have been very accommodating". People told us that they were asked for their consent prior to treatment and were kept informed and involved in their dental care treatments. One person described how the dentist drew diagrams and gave thorough explanations. Someone else said "it's always very clean and staff are professional and welcoming". People felt that staff addressed them in a respectful manner and were properly trained in their roles.

We looked at records and found that treatment plans and consent were recorded and the premises were clean and well maintained. The dental treatment room and adjacent preparation room were clean, organised and effectively stocked. We checked service history records and looked at how medication was stored and found that these were being regularly monitored.

Staff were aware of the child protection issues and how to report concerns related to child protection issues. Staff were less informed however, about the protection of vulnerable adults, but had access to resources about this.

The service had changed since it first registered with the Care Quality Commission and we checked our records and systems and could not find information or any evidence relating to these changes. The Commission had not been notified of the changes.