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Inspection Summary


Overall summary & rating

Updated 8 October 2015

We carried out an announced comprehensive inspection on 14 September 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.

Background

Olsen’s Dental Practice Ltd is located in Queen’s Park in North West London. The practice provides private dental services to adults and children. The practice offers a range of dental services including oral health promotion and hygiene, routine examinations and treatment, bridges, implants and some orthodontic procedures. The practice also offers cosmetic dental and facial procedures.

The premises are arranged over the ground and first floors and include two treatment rooms, one of which is on the first floor and is primarily used by the dental hygienist. The practice has a reception area with seating and an accessible toilet.

The practice is staffed by one principal dentist, (who is the owner), and two regular associate dentists. The practice employs two practice nurses and a receptionist. The practice team also includes two dental hygienists.

The practice is open Monday to Saturday. The practice opening hours vary by day with the practice opening at 8.00am on Tuesday and Thursday and until 8.00pm on Monday night.

The principal dentist is the registered manager. A registered manager is a person who is registered with the Care Quality Commission (CQC) 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.

The inspection took place over one day and was carried out by a team of CQC inspectors, and a dentist specialist advisor.

Twenty-one patients provided feedback about the service. Patients we spoke with, and those who completed comment cards, were positive about the care they received from the practice. Patients described the service as friendly and told us the quality of treatment was good. They said they were kept informed, including about the costs, and involved in decisions about their care.

Our key findings were:

  • Patients’ needs were assessed and care was planned in line with current guidance, such as from the National Institute for Health and Care Excellence (NICE).

  • Equipment, such as the air compressor, autoclave (steriliser), fire extinguishers, oxygen cylinder and X-ray equipment had all been checked for effectiveness and had been regularly serviced.

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

  • Patients indicated that they felt they were listened to and that they received good care from a helpful and patient practice team.

  • The practice had implemented clear procedures for managing comments, concerns or complaints.

  • The principal dentist had a clear vision for the practice and staff told us they were well supported by the dentist and their colleagues.

  • Governance arrangements and audits were effective in improving the quality and safety of the services.

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

  • Review the practice’s protocols for recording in the patients’ dental care records or elsewhere the reason for taking the X-ray and quality of the X-ray giving due regard to the Ionising Radiation (Medical Exposure) Regulations (IRMER) 2000.
  • Review the processes in place to routinely monitor the fridge temperature.
Inspection areas

Safe

No action required

Updated 8 October 2015

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

The practice had systems in place to minimise the risks associated with providing dental services. The practice had policies and protocols related to the safe running of the service. Staff were aware of practice procedures and were following them. There was a safeguarding lead and staff understood the responsibility to report any potential abuse. Equipment was well maintained and checked for effectiveness. The practice had recruitment and performance monitoring processes in place. Staff engaged in on-going training to keep their skills up to date. The practice had effective systems in place to manage infection control and waste disposal, management of medical emergencies and dental radiography.

Effective

No action required

Updated 8 October 2015

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

The practice team demonstrated they followed relevant guidance, for example, issued by the National Institute for Health and Care Excellence (NICE) and The Department of Health (DH). The practice monitored and advised patients about oral health and relevant health and lifestyle issues. Staff explained treatment options to ensure that patients could make informed decisions about any treatment. There were systems in place for recording written consent for treatments.

The practice maintained appropriate dental care records and details were updated regularly. The practice worked well with other providers to ensure that patients were suitably referred for specialist treatment if required. Staff engaged in continuous professional development (CPD) and were meeting the training requirements as part of their registration requirements with the General Dental Council (GDC).

Caring

No action required

Updated 8 October 2015

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

We received feedback from patients through comment cards and interviews that they were treated with dignity and respect. Patients told us the practice staff were kind and welcoming and able to put them at ease. We found that dental care records were stored securely and patient confidentiality was well maintained.

Responsive

No action required

Updated 8 October 2015

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

Patients had good access to appointments, including emergency appointments. The practice saw patients with an urgent problem the same day if required and the principal dentist was also accessible out of hours in an emergency. There was evidence of good communication between staff and patients. The needs of people with disabilities had been considered in terms of accessing the service. Patients were invited to provide feedback through feedback questionnaires and a suggestion box in the waiting area. Information about how to make a complaint was displayed in the reception area and the practice leaflet.

Well-led

No action required

Updated 8 October 2015

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

The practice had effective leadership and an open supportive culture. Governance arrangements were in place to guide the management of the practice. This included having appropriate policies and procedures and regular staff meetings. Risk assessments, audits and staff meetings were being used to monitor and improve the quality of care. Staff meetings were held monthly and were used to share learning and best practice strategies.