Bhandal Dental Practice - 13 Heath Lane

We carried out this announced comprehensive inspection on 24 October 2023 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 practice was meeting the legal requirements in the Health and Social Care Act 2008 and associated regulations.

The inspection was led by a Care Quality Commission (CQC) inspector who was supported by a specialist dental advisor.

To get to the heart of patients’ experiences of care and treatment, we always ask the following 5 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:

• The dental clinic appeared clean and well-maintained.
• The practice had infection control procedures which reflected published guidance.
• Staff knew how to deal with medical emergencies. Appropriate medicines and life-saving equipment were available.
• The practice had systems to manage risks for patients, staff, equipment and the premises.
• Safeguarding processes were in place and staff knew their responsibilities for safeguarding vulnerable adults and children.
• The practice had staff recruitment procedures which reflected current legislation.
• Clinical staff provided patients’ care and treatment in line with current guidelines.
• Patients were treated with dignity and respect. Staff took care to protect patients’ privacy and personal information.
• Staff provided preventive care and supported patients to ensure better oral health.
• The appointment system worked efficiently to respond to patients’ needs.
• The frequency of appointments was agreed between the dentist and the patient, giving due regard to National Institute of Health and Care Excellence (NICE) guidelines.
• There was effective leadership and a culture of continuous improvement.
• Staff felt involved, supported and worked as a team.
• Staff and patients were asked for feedback about the services provided.
• Complaints were dealt with positively and efficiently.
• The practice had information governance arrangements.

Background

The provider is part of a corporate group (Bhandal Dental Practices) and has multiple practices. This report is about 13 Heath Lane, Oldswinford.

13 Heath Lane is in Oldswinford, Stourbridge and provides NHS and or private dental care and treatment for adults and children.

There is a small step to gain access to the practice and dental treatment rooms are located on the first floor of the building. There is a stair lift for patients with limited mobility to gain access to the first floor. Car parking spaces, including dedicated parking for disabled people, are available near the practice. The practice has made reasonable adjustments to support patients with access requirements.

The dental team includes 2 dentists, 4 dental nurses, 1 support staff, 1 practice manager and 1 receptionist. The practice has 2 treatment rooms.

During the inspection we spoke with 2 dentists, 1 dental nurse, the receptionist, the practice manager and a compliance lead from the group who was also in attendance to provide support. We looked at practice policies, procedures and other records to assess how the service is managed.

The practice is open: Monday to Friday from 9am to 6pm and Saturday from 8.30am to 12.30pm. The practice is closed for a 1-hour lunch break each day Monday to Friday.

We identified an area of notable practice. An information/training book regarding autism had been developed. Colour coded emotions cards, indicating how the patient was feeling during treatment were available for use by autistic patients or those with a learning disability.

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

• Take action to implement any recommendations in the practice's fire safety risk assessment and ensure ongoing fire safety management is effective.
• Improve the security of NHS prescription pads in the practice and ensure there are systems in place to track and monitor their use.