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iDental - The Medical Centre

Inspection Summary


Overall summary & rating

Updated 31 January 2018

We carried out this announced inspection on 19 December 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.

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

iDental - The Medical Centre is located in Shepherds Bush and provides general and orthodontic private treatment to patients of all ages.

There is access for people who use wheelchairs and those with pushchairs.

The dental team includes a dentist, two dental nurses and a practice manager. The practice has one treatment room.

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 iDental - The Medical Centre was the principal dentist.

On the day of inspection we collected 33 CQC comment cards filled in by patients and spoke with three other patients. This information gave us a positive view of the practice.

During the inspection we spoke with the dentist, a dental nurse 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 9.00am to 7pm and Saturdays 8.00am to 8.00pm

Our key findings were:

  • The practice was generally clean and tidy on the day of the inspection.
  • The practice had infection control procedures which generally reflected published guidance, although improvements were required.
  • Staff knew how to deal with emergencies and most of the recommended medicines and life-saving equipment were available, although there were some gaps.
  • The practice had systems to help them manage risk.
  • The practice had safeguarding processes in place but improvements were required
  • The practice had staff recruitment procedures but improvements were required
  • 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.
  • 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.

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

  • Review practice's safeguarding policy and ensure the policy refers to both adult and children.
  • Review the practice’s system for recording, investigating and reviewing incidents or significant events with a view to preventing further occurrences and ensuring that improvements are made as a result.
  • Review availability of equipment to manage medical emergencies taking into account guidelines issued by the Resuscitation Council (UK), and the General Dental Council (GDC) standards for the dental team.

  • Review the practice’s arrangements for receiving and responding to patient safety alerts, recalls and rapid response reports issued from the Medicines and Healthcare products Regulatory Agency (MHRA) and through the Central Alerting System (CAS), as well as from other relevant bodies, such as Public Health England (PHE).

  • Review the practice's recruitment policy and procedures to ensure accurate, complete and detailed records are maintained for all staff.
Inspection areas

Safe

No action required

Updated 31 January 2018

We found that this practice was providing safe care in accordance with the relevant regulations.

The practice had systems and processes to provide safe care and treatment. They used learning from incidents and complaints to help them improve. However improvements were required in regards to staff understanding of Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013 (RIDDOR).

Staff received training in safeguarding and knew how to recognise the signs of abuse and how to report concerns. However, improvements were required to the safeguarding policies in regards to ensuring it covered safeguarding vulnerable adults.

Staff were qualified for their roles at the practice.

Premises and equipment were generally clean and properly maintained. The practice followed national guidance for cleaning, sterilising and storing dental instruments.

The practice had arrangements for dealing with medical and other emergencies. However, improvements could be made to these arrangements.

Effective

No action required

Updated 31 January 2018

We found that this practice was providing effective care in accordance with

the relevant regulations.

The dentist assessed patients’ needs and provided care and treatment in line with recognised guidance. Patients described the treatment they received as professional, efficient and good. The dentist discussed treatment with patients so they could give informed consent and recorded this in their records.

The practice had clear arrangements when patients needed to be referred to other dental or health care professionals.

The practice supported staff to complete training relevant to their roles and had systems to help them monitor this.

Caring

No action required

Updated 31 January 2018

We found that this practice was providing caring services in accordance with

the relevant regulations.

We received feedback about the practice from 36 people. Patients were positive about all aspects of the service the practice provided. They told us staff were caring, kind and friendly. They said that they were given helpful, honest explanations about dental treatment, and said their dentist listened to them. Patients commented that they made them feel at ease, especially when they were anxious about visiting the dentist.

We saw that staff protected patients’ privacy and were aware of the importance of confidentiality. Patients said staff treated them with dignity and respect.

Responsive

No action required

Updated 31 January 2018

We found that this practice was providing responsive care in accordance with the relevant regulations.

The practice’s appointment system was efficient and met patients’ needs. Patients could get an appointment quickly if in pain.

Staff considered patients’ different needs. This included providing facilities for disabled patients and families with children. The practice had access to telephone interpreter services and had arrangements to help patients with sight or hearing loss.

The practice took patients views seriously and had a complaints system in place.

Well-led

No action required

Updated 31 January 2018

We found that this practice was providing well-led care in accordance with the relevant regulations.

The practice had some governance arrangements in place to appropriately run the service. These included systems for the practice team to discuss the quality and safety of the care and treatment provided.

The practice team kept complete patient dental care records which were, clearly written or typed and stored securely.

The practice monitored clinical and non-clinical areas of their work to help them improve and learn. This included asking for and listening to the views of patients and staff.