Archived: Bupa - North End, Croydon

We carried out an announced comprehensive inspection on 18 December 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

The Oasis Dental Care Practice is located in the London Borough of Croydon and provides private dental services. The demographics of the practice were mixed, serving patients from a range of social and ethnic backgrounds.

The practice is open Monday from 8am to 6pm Tuesday 8.30am-7pm, Wednesday 8.30am–6pm Thursday 8.30am–8pm, Friday 8.30am–3pm and Saturday from 9am-1pm. The practice facilities include four consultation rooms, reception and waiting area, decontamination room and staff room.

We received 23 completed Care Quality Commission comment cards and spoke with three patients during our inspection. Patient feedback was very positive about the service. Patients told us that staff were professional and caring and treated them with respect. They described the service as very good and providing an excellent standard of care. Information was given to patients appropriately and that staff were helpful.

The practice manager is the registered manager. A registered manager is a person who is registered with the Care Quality Commission 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.

Our key findings were:

• The practice investigated significant and safety events and cascaded learning to staff.
• There were systems in place to reduce the risk and spread of infection. Dental instruments were cleaned and sterilised in line with current guidance.
• There were systems in place to ensure that all equipment, including the suction compressor, autoclave, fire extinguishers, oxygen cylinder and the X-ray equipment.
• Staff had received safeguarding children and adults training and knew the processes to follow to raise any concerns. The practice had whistleblowing policies and procedure and staff were aware of these and their responsibilities to report any concerns.
• Patients’ care and treatment was planned and delivered in line with current legislation and evidence based guidelines such as that from the National Institute for Health and Care Excellence (NICE).
• The practice ensured staff were trained and that they maintained the necessary skills and competence to support the needs of patients.
• There were sufficient numbers of suitably qualified staff to meet the needs of patients.
• Staff had been trained to handle medical emergencies, and appropriate medicines and life-saving equipment were readily available.
• Patients received clear explanations about their proposed treatment, costs, benefits and risks and were involved in making decisions about it.
• Patients were treated with dignity and respect and confidentiality was maintained.
• The appointment system met the needs of patients and waiting times were kept to a minimum.
• The practice had a procedure for handling and responding to complaints, which were displayed and available to patients. The principal dentist told us that no complaints had been received about the service.
• The practice was well-led and staff felt valued, involved and worked as a team. Staff meetings were routinely held to help share information and learning.
• Governance systems were effective and there were a range of policies and procedures in place which underpinned the management of the practice.
• Clinical and non-clinical audits were carried out to monitor the quality of services.
• The practice sought feedback from staff and patients about the services they provided and acted on this to improve its services.