The Dental House

We carried out this announced focused inspection on 5 April 2022 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 adviser.

To get to the heart of patients’ experiences of care and treatment we usually ask five key questions, however due to the ongoing COVID-19 pandemic and to reduce time spent on site, only the following three questions were asked:

• Is it safe?

• Is it effective?

• Is it well-led?

These questions form the framework for the areas we look at during the inspection.

Our findings were:

• The dental clinic was visibly 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 help them manage risk to patients and staff.
• Safeguarding processes were in place and staff knew their responsibilities for safeguarding vulnerable adults and children. We discussed how some parts of the policy and processes could be further strengthened.
• The practice had staff recruitment procedures which reflected current legislation.
• The clinical staff provided patients’ care and treatment in line with current guidelines.
• Patients were treated with dignity and respect and staff took care to protect their privacy and personal information.
• Staff provided preventive care and supported patients to ensure better oral health.
• The appointment system took account of patients’ needs.
• There was effective leadership and a culture of continuous improvement.
• Staff felt involved and 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 dental clinic had information governance arrangements.

Background

The Dental House is in the Old Swan area of Liverpool, Merseyside and provides NHS and private dental care and treatment for adults and children.

There is level access to the practice for people who use wheelchairs and those with pushchairs. Car parking spaces are available near the practice. The practice has made adjustments to support patients with additional needs, for example, for those with mobility issues through provision of ramped access and wider entry doors to surgeries on the ground floor.

The dental team includes seven associate dentists, a foundation dentist, two endodontists, two orthodontists, three dentists with special interests in specific areas, those being periodontics for one dentist and minimally invasive aesthetic dentistry for two dentists, a cosmetic dentist, five dental therapists, a dental technician, 18 dental nurses, five of whom were trainees. The team are supported by an academic clinical fellow, five treatment co-ordinators, a receptionist, two customer service staff, a customer experience manager, a business support officer, a business development manager, and a practice manager. The practice is led by an operations director and Principal Dentist. The practice has 14 treatment rooms.

During the inspection we spoke with three dentists, including the practice principal, three dental nurses, the practice manager, business development manager and operations director. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open: Monday and Wednesday 9am to 5.30pm; Tuesday and Thursday 8am to 5.30pm, and Friday 8 – 4.30. The practice also opens on Saturday 8am to 1pm.