Smile Rooms Milton Keynes Also known as Dr Hanel Suresh Nathwani

We carried out this announced comprehensive inspection on 8 February 2024 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 dental clinic appeared clean and well-maintained.
• The practice had infection control procedures which reflected published guidance.
• Safeguarding processes were in place and staff knew their responsibilities for safeguarding vulnerable adults and children.
• Clinical staff provided patients’ care and treatment in line with current guidelines.
• Patients were treated with dignity and respect.
• Staff provided preventive care and supported patients to ensure better oral health.
• The appointment system worked efficiently to respond to patients’ needs.
• The frequency of appointments was agreed between the dentist and the patient, giving due regard to National Institute of Health and Care Excellence (NICE) guidelines.
• 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.
• The practice’s systems to manage risks for patients, staff, equipment and the premises were ineffective. We identified shortfalls in assessing and mitigating risks in relation to fire safety, health and safety, stock control and medicine management.
• The provider did not demonstrate effective leadership or support a culture of continuous improvement.
• Staff recruitment procedures did not reflect current legislation.
• Not all staff had received training on how to deal with medical emergencies. Appropriate medicines and life-saving equipment were not always available.

Background

Smile Rooms Milton Keynes is in Milton Keynes and provides private dental care and treatment for adults and children.

There is step free access to the practice and a passenger lift 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 dental team includes 8 dentists, 1 dental hygienist, 2 qualified dental nurses, 3 trainee dental nurses, 1 treatment coordinator, 1 practice manager and 2 receptionists. The practice is supported by an area manager and a compliance consultant.

The practice has 4 treatment rooms.

During the inspection we spoke with 2 dentists, 2 dental nurses, 2 receptionists, the practice manager, area manager and compliance consultant. We looked at practice policies, procedures and other records to assess how the service is managed.

The practice is open:

Monday from 8am to 7pm.

Tuesday from 8am to 8pm.

Wednesday from 8am to 6pm.

Thursday from 8am to 8pm.

Friday from 8am to 6pm.

Saturday from 8am to 5pm.

We identified regulations the provider was not complying with. They must:

• Ensure care and treatment is provided in a safe way to patients.
• Establish effective systems and processes to ensure good governance in accordance with the fundamental standards of care.

Full details of the regulations the provider was not meeting are at the end of this report.