Bupa - High Street, Knaphill

Updated 15 October 2015

The inspection was carried out on 18 August 2015 by two CQC inspectors (one of whom is also a dental specialist advisor). We reviewed information received from the provider prior to the inspection. On the day of our inspection we looked at the practice’s policies and protocols, clinical patient records and other records relating to the management of the service. We spoke with three dentists, three dental nurses, two receptionists, the practice co-ordinator, the practice manager and the provider’s compliance manager. We reviewed 25 Care Quality Commission (CQC) comments cards completed by patients.

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 15 October 2015

We carried out an announced comprehensive inspection on 18 August 2015 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.

CQC inspected the practice on 17 December 2014 and asked the provider to make improvements regarding;

• Cleanliness and infection control,
• Safety and suitability of premises,
• Complaints
• Records.

We checked these areas as part of this comprehensive inspection and found these had been resolved.

Apex Dental Care – Woking is also known as Oasis Dental Care Woking – Knaphill. It is a general dental practice in Knaphill, Surrey offering NHS and private dental treatment to adults and children.

The premises consist of a waiting area, a reception area and five treatment rooms. There is also a separate decontamination room.

There are five dentists at the practice, five dental nurses, a trainee dental nurse, four receptionists, a practice coordinator and a practice manager. The practice employs the services of two part time dental hygienists who carry out preventative advice and treatment on prescription from the dentists. The practice manager is also the registered manager.

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.

Our key findings were:

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

• There were management systems in place to check all equipment had been serviced regularly, including the suction compressor, autoclave, fire extinguishers, oxygen cylinder and the X-ray equipment.

• Staff demonstrated knowledge of the practice’s whistleblowing policy and were confident they would raise a concern about another staff member’s performance if it was necessary.

• The practice ensured staff maintained the necessary skills and competence to support the needs of patients.

• We observed that staff were kind, caring and put patients at their ease. Staff were motivated and enjoyed working together as a team

• We reviewed 25 Care Quality Commission (CQC) comment cards that had been completed by patients which all reflected positive experiences of care and treatment. Common themes were patients felt they received clear explanations of treatment from a caring and helpful practice team in a safe and hygienic environment.

• We found the dentists 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.

• There was an effective system in place to act on feedback received from patients and staff.

• There were systems in place to assess, monitor and improve the quality of service provided