Updated 2 March 2023
We carried out this announced comprehensive inspection on 19 January 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 orthodontic 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 supported patients to ensure better oral health.
- Staff were working to ensure that the appointment system worked efficiently to respond to patients’ needs.
- 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.
- Complaints were dealt with positively and efficiently.
- The practice had information governance arrangements.
Background
The provider is part of a corporate group, Portman Dental Care, and this report is about Neo Orthodontics Banstead.
Neo Orthodontics is in Banstead and provides NHS and private orthodontic care and treatment for adults and children.
There is step free access to the practice for people who use wheelchairs and those with pushchairs. Car parking spaces, including dedicated parking for disabled people, are available near the practice. The practice has made reasonable adjustments to support patients with access requirements.
The orthodontic team includes 2 orthodontists, 2 orthodontic therapists, 1 lead orthodontic nurse, 1 orthodontic nurse, 2 receptionists and a practice manager. The practice has 3 treatment rooms.
During the inspection we spoke with 1 orthodontic therapist, the lead orthodontic nurse, 1 receptionist, the practice manager and the area compliance manager. We looked at practice policies, procedures and other records to assess how the service is managed.
The practice is open:
Monday to Friday from 8.30am to 5.30pm