Zen Clinic Limited

Updated 26 September 2016

The inspection was carried out on 29 July 2016 and was led by a CQC inspector. The inspection team also included a dental specialist advisor.

The methods that were used to collect information at the inspection included interviewing patients and staff, observations and reviewing documents.

During the inspection we spoke the principal dentist, two dental nurses, the practice manager and three patients. We reviewed policies, procedures and other records relating to the management of the service. We reviewed 26 completed Care Quality Commission comment cards.

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 26 September 2016

We carried out an announced comprehensive inspection on 29 July 2016 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

Zen Clinic is a dental practice situated in purpose built premises within a medical centre in Colchester, Essex.

The practice has four treatment rooms, a waiting room with a separate children’s area and a reception area. Decontamination takes place in a dedicated decontamination room (Decontamination is the process by which dirty and contaminated instruments are bought from the treatment room, washed, inspected, sterilised and sealed in pouches ready for use again).

The practice has a principal dentist, two associate dentists, three dental hygienists, three dental nurses and a practice manager. The dental nurses and the practice manager also carry out reception duties.

The practice is registered with the Care Quality Commission (CQC) as an organisation. At the time of our inspection the practice did not have a registered manager. 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. Health and social care providers who are not registered as individuals are required to have a registered manager.

The practice offers NHS and private general and cosmetic dental treatments to adults and children. The opening hours of the practice are 8.30 am to 6 pm Monday, Tuesday and Wednesday, between 8.30 am and 7 pm on Thursday and 8.30am to 4.30pm on Fridays. The practice offers private appointments on Saturdays between 9am and 12noon.

We left comment cards at the practice for the two weeks preceding the inspection. 26 people provided feedback about the service in this way. All of the comments spoke highly of the dental care and treatment that they received and the professional, attentive and caring attitude of the dentists and dental nurses.

Our key findings were:

• There was an effective complaints system and learning from complaints was used to make improvements where this was required.
• The practice was visibly clean and clutter free and Infection control practices met national guidance.
• There were a number of systems in place to help keep people safe, including safeguarding vulnerable children and adults.
• Dental care and treatments were carried out in line with current legislation and guidelines.
• Patients reported that they were received excellent dental care and they were treated with kindness and compassion and staff were understanding, polite and helpful.
• Patients were involved in making decisions about their care and treatments.
• The practice provided a flexible appointments system and could normally arrange a routine appointment within a few days or emergency appointments mostly on the same day.
• The practice kept medicines and equipment for use in medical emergencies. These were in line with national guidance and regularly checked so that they were fit for use.
• There was appropriate equipment for staff to undertake their duties, and equipment was well maintained.
• Governance arrangements were in place for the smooth running of the service.
• Patient’s views were sought and used to make improvements to the service.

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

• Submit an application to CQC for a relevant person to be registered as the manager for the service.