Primo Wirral

We carried out this announced comprehensive inspection on 21 February 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.
• Systems and processes were in place to handle any complaints positively and efficiently.
• The practice had information governance arrangements.

Background

Primo Wirral is in Wirral, Cheshire and provides private dental care and treatment for adults and children.

Step free access to the practice can be facilitated with use of a portable ramp for people who use wheelchairs and those with pushchairs. Car parking spaces are available on the roads near the practice. The practice has made reasonable adjustments to support patients with access requirements.

The dental team includes 4 dentists, 3 dental nurses, 1 of whom is a trainee and another that also works as a treatment co-ordinator. The practice had a dedicated receptionist.There is a practice manager and a registered dental nurse who also works as the area manager for practices held by this provider under separate CQC registrations. The practice has 2 treatment rooms.

During the inspection we spoke with 1 dentist, 1 dental nurse, the receptionist, the practice manager and the area manager. We looked at practice policies, procedures and other records to assess how the service is managed.

The practice is open: Monday 8am to 8pm; Tuesday 8am to 5.30pm; Wednesday 8.30am to 6pm; Thursday 8.30am to 6pm; and Friday 8.30am to 4.30pm.

The practice had taken steps to improve environmental sustainability. For example, all administrative function was completely paperless.