Bupa Dental Care Woking

Updated 23 February 2017

The inspection was carried out on 8 October 2016 by a CQC inspector and a dental specialist advisor. We reviewed information received from the provider prior to the inspection. On the day of our inspection we looked at practice’s policies and protocols, clinical patient records and other records relating to the management of the service. We spoke with the practice manager, the dental nurses, and the reception staff. We also spoke with an auditor from headquarters that was supporting the practice during the inspection.

We reviewed 20 Care Quality Commission (CQC) comment cards that had been completed by patients in the two weeks prior to our inspection.

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?

This informed our view of the care provided and the management of the practice.

Updated 23 February 2017

We carried out an announced comprehensive inspection on 8 November 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

Oasis Dental Care Southern – Banstead is a dental practice that is a part of Oasis Dental Care (Southern) Limited. Oasis Dental Care Limited is a large corporate provider of dental services across England. The practice Oasis Dental Care – Woking is a mixed NHS and private general dental practice. The premises are located on a main road next to a row of residential property on one side and a commercial building on the other. The practice has a car park available at the front of the property for disabled patients and a rear car park for more mobile patients and staff. The practice has two levels. The ground level has the reception area, an office, a waiting area, four treatment rooms, a decontamination room and a patient toilet. The first floor level has a further three treatment rooms, a decontamination room and an X-ray room.

The practice staffing consisted of a practice manager, seven dentists, five dental hygienists, six dental nurses (including one trainee), and four reception/admin staff. There is a larger support network that is located at headquarters in Bristol that provides support as part of the wider corporate management structure.

The practice opening hours are Monday to Thursday from 8.00am to 7.00pm, Friday from 8:00am to 6:00pm and Saturday 8:30am to 12:30pm.

The practice manager was recruited one month before the date of this inspection. They were in the process of applying to become the registered manager. [BSB1]A registered manager is a person who is registered with the Care Quality Commission 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.

We reviewed 20 Care Quality Commission (CQC) comment cards that had been completed by patients in the two weeks prior to our inspection. Common themes were patients felt they received excellent care from friendly staff who were professional, caring and understanding. They also commented positively about the dentists making nervous patients feel relaxed.

Our key findings were:

• There were effective systems in place to reduce the risk and spread of infection. We found the treatment rooms and equipment were visibly clean.

• There were systems in place to check equipment had been serviced regularly, including the dental air compressor, autoclaves, fire extinguishers and the X-ray equipment.

• We found the dentist regularly assessed each patient’s gum health and took X-rays at appropriate intervals.

• The practice kept up to date with current guidelines when considering the care and treatment needs of patients.

• Staff had been trained to handle emergencies and appropriate medicines and life-saving equipment were readily available.
• There was an induction programme for staff to follow which ensured they were skilled and competent in delivering safe and effective care and support to patients.
• The practice ensured staff maintained the necessary skills and competence to support the needs of patients.
• Patients received clear explanations about their proposed treatment, and its costs, benefits and risks and were involved in making decisions about it.
• Patients were treated with dignity and respect and confidentiality was maintained.
• The appointment system met the needs of patients and waiting times were kept to a minimum.
• There was an effective complaints system and the practice was open and transparent with patients if a mistake had been made.
• Staff demonstrated knowledge of the practice whistleblowing policy and were confident they would raise a concern about another staff member’s performance if it was necessary.
• At our visit we observed staff were kind, caring and welcoming.

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

• Consider providing an annual statement in relation to infection prevention control required under The Health and Social Care Act 2008: ‘Code of Practice about the prevention and control of infections and related guidance.
• Review the supply of antibiotics for patients in line with current secondary prescribing guidelines published by the British Pharmaceutical Society.