We carried out this announced inspection on 12 November 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 Care Quality Commission (CQC) inspector who was supported by a specialist dental adviser.

The provider, at the same location, provides independent health assessment services and private doctors consultations. The report of this service, which was inspected on the same day, can be found by selecting the ‘all reports’ link for Bupa Health and Dental Centre – Chancery Lane on our website at www.cqc.org.uk.

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 - Chancery Lane is located in Central London in the London Borough of Westminster and provides private preventive, specialist and cosmetic dental and hygienist services to patients over the age of 18 years.

The practice is situated close to public transport bus and underground train services.

The dental team includes four dentists, four dental hygienists and three dental nurses. The clinical team are supported by a centre manager, a dental services manager, an administrative team leader and two administrators (receptionists).

The practice is owned by an organisation and as a condition of registration must have a person registered with the Care Quality Commission (CQC) 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. At the time of the inspection the practice did not have a registered manager in post. The centre manager had recently submitted an application with the CQC to become the registered manager.

On the day of inspection we received feedback from 13 patients.

During the inspection we spoke with the one dentist, one dental nurse, the dental services manager and the clinical support lead.

We looked at practice policies and procedures and other records about how the service is managed.

The practice is open:

Mondays, Tuesdays and Fridays from 7.30am to 6pm.

Wednesdays and Thursdays from 7.30am to 8pm.

Our key findings were:

• The practice appeared clean and well maintained.
• The practice 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.
• The practice had suitable safeguarding processes and staff knew their responsibilities for safeguarding adults and children.
• The practice 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 practice was providing preventive care and supporting patients to ensure better oral health.
• The appointment system met patients’ needs.
• The practice had effective leadership.
• 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 practice dealt with complaints positively and efficiently.
• The practice had suitable information governance arrangements.

There was one area where the provider could make improvements. They should:

• Review the protocols and procedures to ensure non clinical staff undertake training in infection prevention and control.