Bupa Health and Dental Centre - Chancery Lane

We carried out this announced inspection on 12 November 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 Care Quality Commission (CQC) inspector who was supported by a specialist dental adviser.

The provider, at the same location, provides independent health assessment services and private doctors consultations. The report of this service, which was inspected on the same day, can be found by selecting the ‘all reports’ link for Bupa Health and Dental Centre – Chancery Lane on our website at www.cqc.org.uk.

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

Bupa Health and Dental Centre - Chancery Lane is located in Central London in the London Borough of Westminster and provides private preventive, specialist and cosmetic dental and hygienist services to patients over the age of 18 years.

The practice is situated close to public transport bus and underground train services.

The dental team includes four dentists, four dental hygienists and three dental nurses. The clinical team are supported by a centre manager, a dental services manager, an administrative team leader and two administrators (receptionists).

The practice is owned by an organisation and as a condition of registration must have a person registered with the Care Quality Commission (CQC) 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. At the time of the inspection the practice did not have a registered manager in post. The centre manager had recently submitted an application with the CQC to become the registered manager.

On the day of inspection we received feedback from 13 patients.

During the inspection we spoke with the one dentist, one dental nurse, the dental services manager and the clinical support lead.

We looked at practice policies and procedures and other records about how the service is managed.

The practice is open:

Mondays, Tuesdays and Fridays from 7.30am to 6pm.

Wednesdays and Thursdays from 7.30am to 8pm.

Our key findings were:

• The practice appeared clean and well maintained.
• The practice 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 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 and took care to protect their privacy and personal information.
• 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.
• 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.
• The practice had suitable information governance arrangements.

There was one area where the provider could make improvements. They should:

• Review the protocols and procedures to ensure non clinical staff undertake training in infection prevention and control.

We carried out an announced comprehensive inspection on 12 November 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 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.

Start this section with the following sentence.

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.

Bupa Health and Dental Care – Chancery Lane provides GP consultations, health assessments, dermatology and musculoskeletal services. This inspection focused on GP consultations, independent health assessments and dermatological procedures, including mole removal. The

provider, at the same location, has an in-house dental suite offering preventive, specialist and cosmetic dental and hygienist services. The report of the dental services, which was inspected on the same day, can be found by selecting the ‘all reports’ link for Bupa Health and Dental

Centre - Chancery Lane on our website at www.cqc.org.uk.

As part of our inspection, we asked for CQC comments cards to be completed by patients during the two weeks prior to our inspection. We received a total of nine comment cards, all of which were positive about the service experienced. Patients commented that the staff were friendly, pleasant, courteous and professional; many patients reported that they were treated with dignity and respect.

Our key findings were:

• The service had systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.
• The service had systems in place to safeguard children and vulnerable adults from abuse and staff we spoke with knew how to identify and report safeguarding concerns. All staff had received safeguarding training relevant to their role.
• Clinical staff we spoke to were aware of current evidence-based guidelines and they had the skills, knowledge and experience to carry out their roles.
• There was evidence of quality improvement, including clinical audit.
• Staff involved and treated patients with compassion, kindness, dignity and respect.
• Consent procedures were in line with legal requirements.
• Systems were in place to protect personal information about patients.
• Patients could access care and treatment from the centre within an appropriate timescale for their needs.
• The service proactively gathered feedback from patients and staff.
• There was a strong focus on continuous learning and improvement at all levels of the organisation.

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

• Review Infection Prevention and Control (IPC) training provided for non-clinical staff and enhanced training for the IPC lead for the service.
• Review the policy to identify and verify a patient’s identity prior to consultation.
• Review arrangements in place to ensure reasons for not following your local policy is recorded in patients' notes.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice