Updated 7 June 2023
We carried out this announced comprehensive inspection on 5 May 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 a registered partnership and part of a corporate group, Dentex Manco Limited which has multiple practices, and this report is about The Essex Smile Centre.
Essex Smile Centre is in Rayleigh, Essex and provides private dental care and treatment for adults and children.
The practice is on the first floor above a high street shopping area and is accessed by stairs. People who use wheelchairs are directed to other local services. Car parking spaces, including dedicated parking for disabled people, are available in pay and display car parks near the practice. The practice has made reasonable adjustments to support patients with access requirements including hand rails on both sides of the stairs.
The dental team includes 17 dentists including 2 specialist dentists, 18 dental nurses including 3 trainee dental nurses, 3 dental hygienists, 1 treatment coordinator, 1 compliance support staff, 1 practice manager and 3 receptionists. The practice has 7 treatment rooms.
During the inspection we spoke with 4 dentists, 6 dental nurses including the 2 lead nurses, 2 dental hygienists, 3 receptionists, the provider’s compliance manager, the compliance lead and the practice manager. We looked at practice policies, procedures and other records to assess how the service is managed.
The practice is open:
Monday from 9am to 6.30pm,
Tuesday from 8am to 8pm,
Wednesday from 8am to 6pm,
Thursday from 8am to 8pm,
Friday from 8.30am to 5pm,
Saturday from 8.30am to 2.30pm and
Sunday from 9am to 1pm.
The practice had taken steps to improve environmental sustainability. For example, reducing printing of documents, turning electricity off when not required and recycling where possible.