Bupa Dental Care St Clements Road, Keynsham

Updated 30 July 2015

The practice was inspected by a CQC inspector on Wednesday 29 April 2015. We contacted the provider in advance of our visit and they supplied the information we requested so we could review it before our visit.

We spoke with seven patients and four staff, reviewed the 14 Care quality Commission comments cards completed by patients and looked at various documents during our visit.

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 therefore formed the framework for the areas we looked at during the inspection.

Updated 30 July 2015

We carried out an announced, comprehensive, inspection of this service on Wednesday 29 April 2015 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 provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008. This was the first inspection of the service.

The Dental Suite at Keynsham Health Park is one of two services operated by the provider, The Parks Dental Practice. It is situated in a modern, purpose built health centre and shares the premises with NHS services including a GP practice, podiatry and maternity services.

The Dental Suite provides a range of NHS and private dental treatments to secure and maintain oral health. Private treatment includes cosmetic dentistry. There are three dentists and a dental hygienist employed in the practice along with a practice manager who also works as a dental nurse.

The practice is open each weekday from 9.00 am until 5.30 pm. It is closed at lunchtime between 1.00 pm and 2.00 pm. The practice is not open on bank holidays. The practice retains a small number of appointments each day for urgent treatment and outside of normal opening hours patients are advised to contact the NHS Out Of Hours service by telephoning 111.

The practice is a partnership of two dentists one of whom 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.

During our visit we met the registered manager, practice manager and receptionists. We spoke with seven patients and received 14 completed comments cards. We sent comments cards to the practice so patients could provide feedback anout the service they received. Patients told us the staff were always helpful and friendly, they spent time explaining treatment to them and were respectful. They said the receptionists were friendly, staff were caring and one patient said the dentist they saw was sensitive to their fear of treatment.

The patients we spoke with told us they had a good experience at the practice, the practice was quick to respond to their need for emergency treatment and their fear was alleviated because of the continuity of treatment with the same dentist. One person told us they registered with the practice because of accessibility due to level access throughout the premises.

We found that this practice was providing safe, effective, caring, responsive and well-led care in accordance with the relevant regulations.

Our key findings were:

• There was a clear understanding and reporting of incidents in line with the Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013.
• Staff understood their responsibilities to raise concerns, record safety incidents and concerns.
• The provider exercised the duty of candour by telling patients when they were affected by something that had gone wrong, given an apology and informed of actions taken as a result.
• There were sufficient suitably qualified staff.
• Equipment was checked to ensure it was functioning properly and safe to use.
• There was evidence of comprehensive assessment to establish individual treatment options.
• Learning needs of staff were identified.
• Patients told us the dentist or other members of the dental team listened to them and involved them in decisions about their care.
• The premises were appropriate for the services that were planned and delivered.
• There was evidence the provider gathered the views of patients.

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

• The provider should obtain two written references before any new staff commence employment.
• The provider should ensure the equipment and medicines for use in the event of medical emergency are in line with the recommendations of the Resuscitation Council UK.