Archived: Lister House Dental Centre

We carried out this announced inspection on 20 October 2017 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.

We told the NHS England area team that we were inspecting the practice. They did not provide any information.

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

Lister House Dental Centre is in Harlow and provides NHS (70%) and private (30%) treatment to patients of all ages.

The practice is situated on the first floor of a health centre; access is via a stair case. Patients with limited mobility who are unable to access the first floor are directed to other local practices with easier access.

The practice is in the process of moving to a new purpose built health centre situated across the street from their present location (the new practice will be situated on the first floor). The practice showed us the plans for the new dental practice which they have been involved in designing. These include lift access for people who use wheelchairs and pushchairs. Car parking spaces, including spaces for patients with disabled badges and a hearing loop will be available at the new location.

The dental team includes one principal dentist, one partner dentist and four associate dentists, two dentists with special interests and one foundation dentist, seven dental nurses including three trainee dental nurses, one head dental nurse, one dental hygienist, three receptionists including the head receptionist and the practice manager (who is a qualified dental nurse). The practice has seven treatment rooms.

The practice is owned by a partnership 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 Lister House Dental Centre was the principal dentist.

On the day of inspection we collected 48 CQC comment cards filled in by patients and spoke with one patient. This information gave us a wholly positive view of the practice.

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

The practice is open: Monday to Friday 9am to 5.30pm.

Our key findings were:

• The practice was clean and well maintained. We found there were no cleaning schedules in place or evidence of monitoring of the external cleaning company
• 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. Not all the staff files contained the most recent registration information for clinicians. Not all the dentists had completed their recommended continuous professional development in respect of dental radiography.
• 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 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 dealt with complaints positively and efficiently.