We carried out a comprehensive inspection of Midland Smile Centres – Handsworth (located in Handsworth Wood) on 30 January 2015.
The practice offers both NHS and private treatment services for its patient population. Midland Smile Centres – Handsworth has three dentists, a trainee practice manager and a team of dental nurses and reception staff. The practice is part of a group of practices and staff members worked from other sites if needed. We spoke with a trainee dental practice manager who was responsible for the day to day running of the practice. Other management staff were also present during the inspection. These included the area manager, a support manager and their manager. At the time of our inspection there was one dentist on duty.
We spoke with two patients who used the service on the day of our inspection and reviewed eight CQC comment cards that had been completed by patients prior to the inspection. The patients we spoke with were very complimentary about the service. They told us they found the staff to be friendly and welcoming and felt they were treated with respect. The comments on the CQC comment cards were also very complimentary about the dentists and the service provided.
Our key findings were as follows:
- The practice had systems to monitor patient safety through reporting and learning from incidents and significant events. However, not all incidents were being reported. The premises were generally visibly clean but we saw one treatment room that was not clean to the standard expected.
- Patient’s needs were assessed and care was planned and delivered in line with current guidance. This included the promotion of good oral health. We saw evidence staff had received most training considered by the provider to be mandatory. However, staff needed to attend safeguarding adults training.
- The patients we spoke with and all comment cards we reviewed indicated that patients were treated with kindness and respect by staff. We observed that privacy and confidentiality were maintained for patients using the service on the day of the inspection.
- The practice had procedures in place to take into account any comments, concerns or complaints that were made to improve the practice.
- Staff on duty told us they felt supported by both the principal and practice manager. There was an appraisal system in place and staff told us that training needs were recognised through the process.
We identified regulations that were not being met and the provider must:
- Ensure effective recruitment procedures are in place to ensure staff employed for the purposes of carrying on regulated activities are of good character.
- Ensure all incidents are documented as per practice policy so that any learning could be implemented.
- Training must be adequate for staff roles and appropriate staff members must ensure they attend relevant training.
- Develop a comprehensive business continuity plan.
- Dental waterlines must be flushed according to guidelines to reduce the risk of cross infection.
- Ensure all emergency medical equipment is available and adequately maintained to manage risk of inappropriate and unsafe care.
There were areas where the provider could make improvements and should:
- Ensure dentists have a satisfactory understanding of consent including informed consent from those less than 16 years of age.
- Patient notes should reflect discussions around treatment options.