We carried out this announced inspection on 24 July 2018 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 provider was meeting the legal requirements in the Health and Social Care Act 2008 and associated regulations. The inspection was led by a CQC inspector who was supported by a specialist dental adviser and a second CQC inspector.
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 form the framework for the areas we look at during the inspection.
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
Bupa Health and Dental Centre - Solihull provides private treatment to adults and children.
The service is located in a purpose-built property with street level access to the whole building via a reception and waiting area. The building is fully accessible with lifts to all floors and accessible facilities. Patients are directed to the dental, health assessment, musculoskeletal, dermatology and private GP service areas which have separate reception and waiting areas, staff offices, facilities and consultation rooms.
There is level access for people who use wheelchairs and those with pushchairs. Car parking spaces, including two for blue badge holders, are available at the front and rear of the practice.
The dental team includes a dentist, a periodontist, two dental nurses and a receptionist. The practice has one treatment room.
The practice is owned by a BUPA and as a condition of registration must have a person registered with the Care Quality Commission as the registered manager. Registered managers have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the practice is run. The registered manager at Bupa Health and Dental Centre - Solihull is the centre manager.
On the day of inspection, we collected two CQC comment cards filled in by patients and spoke with two other patients.
During the inspection we spoke with periodontist, a dental nurse, reception staff and the centre manager. We looked at practice policies and procedures and other records about how the service is managed.
The dental service is open between 9am and 5pm Monday to Friday.
Our key findings were:
- The practice appeared clean and well maintained.
- The provider had infection control procedures which reflected published guidance.
- Staff knew how to deal with emergencies. Appropriate medicines and life-saving equipment were available.
- The practice had systems to help them manage risk to patients and staff.
- The practice staff had suitable safeguarding processes and staff knew their responsibilities for safeguarding vulnerable adults and children.
- The provider had thorough staff recruitment procedures.
- The clinical staff provided patients’ care and treatment in line with current guidelines.
- Staff treated patients with dignity and respect and took care to protect their privacy and personal information.
- The provider was providing preventive care and supporting patients to ensure better oral health through advice and information leaflets.
- The appointment system met patients’ needs.
- The practice had effective leadership and culture of continuous improvement.
- Staff felt involved and supported and worked well as a team.
- The practice asked staff and patients for feedback about the services they provided.
- The provider dealt with complaints positively and efficiently.
- The provider had suitable information governance arrangements.