My Medyck Dental and Medical Centre

We carried out an announced comprehensive inspection on 12 June 2018 to ask the service the following key questions; Are services safe, effective, caring, responsive and well-led?.

Our findings were:

Are services safe?

We found that this service was not providing safe care in accordance with the relevant regulations.

Are services effective?

We found that this service was providing effective care in accordance with the relevant regulations.

Are services caring?

We found that this service was providing caring services in accordance with the relevant regulations.

Are services responsive?

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

Are services well-led?

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

Background

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the service was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.

My Medyck Dental and Medical Centre is registered with the Care Quality Commission to provide diagnostic and screening procedures and treatment of disease, disorder or injury (TDDI).

My Medyck Dental and Medical Centre provides primary healthcare services primarily for the East European community living in the West/ North West London area. The service offers private consultations with a Cardiologist, GP, Paediatrician, Psychiatrist and a Urologist.

The service is registered to see both children and adults.

The service is located in a rented private building on the ground floor. The service has access to a waiting area and private consultation rooms. At the time of our inspection the clinic staff present comprised of the provider who is the owner of the business, a GP, an assistant practice manager and front office administrative staff. Administrative staff including the assistant practice manager are responsible for both the medical and dental service. We were told that the service also employs call centre staff working from Poland to assist with administrative duties.

The clinics opening times are from 9am- 8pm Monday – Saturday and 9am-6pm on Sundays. Late evening appointments are available from 8am-9pm on Saturdays.

When the clinic is closed all calls were directed to the owner of the business who forwarded clinical queries to the appropriate clinical staff.

Since 2014 to 2017 the service has conducted 48500 consultations across the dental and medical service. The provider explained that the service retained 50% of their customers and attracted a further 50%.

The cost of the service for patients is advertised on the clinics website and leaflets at the practice.

The owner of the service is the CQC 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 service is run.

We obtained feedback about the service from 48 Care Quality Commission patient comment cards. This feedback was for both the medical and dental services. Forty-six comment cards highlighted positive feedback relating to the conduct and care provided by staff at the clinic. However, two comment cards were not so positive, highlighting concerns with the quality of care provided and the prices charged. It was not clear if this related to the medical or dental service.

We also spoke to two patients. They both reported being pleased with the services offered at the clinic.

We identified regulations that were not being met and the provider must:

• Ensure care and treatment is provided in a safe way to patients .

You can see full details of the regulations not being met at the end of this report.

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

• Review and improve the use of the manual bell used for emergencies.
• Review and improve  the policy on training for the doctors and decide on how the doctors training was updated and the consequences of not undertaking training when required.
• Review the process of clinical quality improvement to ensure it is shared with the clinical team, and reflects the range of specialisms offered.

We carried out this announced inspection on 12 June 2018 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

My Medyck Dental and Medical Centre is in West London and provides private treatment to adults and children.

There is level access for people who use wheelchairs and those with pushchairs. Car parking spaces are available, including allocated spaces for blue badge holders. Surrounding streets are also unrestricted. Local transport links are close by to the practice.

The dental team includes six dentists (including a visiting orthodontist and visiting implant specialist), two dental nurses, one trainee dental nurse, one dental hygienist, five receptionists, an assistant practice manager and a practice manager.

The practice is part of a medical centre and there are three dedicated treatment rooms for the dental side of the practice.

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 My Medyck Dental and Medical Centre was the practice manager.

On the day of inspection, we collected 48 CQC comment cards filled in by patients.

During the inspection we spoke with one dentist, one dental nurse, the dental hygienist, the assistant practice manager 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 Saturday from 8.00am to 8.00pm and Sundays from 8.00am to 6.00pm on Sundays.

Our key findings were:

• The practice staff appeared clean and well maintained.
• The practice staff 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 staff had suitable safeguarding processes and staff knew their responsibilities for safeguarding adults and children.
• The practice 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. Some aspects of maintaining patients’ privacy while receiving treatment in two surgeries required improving.
• The practice was providing preventive care and supporting patients to ensure better oral health.
• The appointment system met patients’ needs.
• The practice had effective leadership and culture of continuous improvement.
• 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 staff dealt with complaints positively and efficiently.
• The practice staff had suitable information governance arrangements.

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

• Review arrangements in place for ensuring patients’ privacy while receiving treatment in the dental surgeries.