Updated 30 April 2019
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 and a second CQC inspector who was newly recruited and was shadowing the inspection team.
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 – Church Street, Wellington is in Telford and provides NHS and private treatment to adults and children.
There is step access into the practice and access for people who use wheelchairs and those with pushchairs via portable ramps. There are no dedicated car parking spaces; however, parking without restrictions is available in surrounding streets. Blue badge holders can park on the road outside the practice.
The dental team includes four dentists (one of whom is a locum dentist), four dental nurses (one of whom is a trainee dental nurse), two dental hygienists and three receptionists. The practice manager was on maternity leave at the time of our visit and a covering manager was managing the practice in their absence. The practice has three treatment rooms. There is an additional treatment room on the first floor but this was not operational at the time of our visit.
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 – Church Street, Wellington is the practice manager.
On the day of inspection, we collected 13 CQC comment cards filled in by patients.
During the inspection we spoke with one dentist, two dental nurses, one receptionist and the covering practice manager. We looked at practice policies and procedures and other records about how the service is managed.
The practice is open: Monday, Wednesday, Thursday and Friday 8.30am to 5pm, and Tuesday 8.30am to 7pm. The practice is closed at the weekend.
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 a 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.