Updated 28 March 2023
We carried out this announced comprehensive inspection on 16 March 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 dental 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. We found that there were not always two references obtained for all new starters.
- 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 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.
- There was effective leadership and a culture of continuous improvement. Radiography audits were not completed within the recommended time frames. The provider took immediate action to address this.
- Staff felt involved, supported and worked as a team.
- Staff were asked for feedback about the services provided.
- Complaints were dealt with positively and efficiently.
- The practice had information governance arrangements.
Background
Scott Arms Dental Practice is in Great Barr, Birmingham and provides NHS and private dental care and treatment for adults and children. In addition to general dentistry, they also carry out implant and orthodontic treatments. The services are provided by two individually Care Quality Commission registered providers at this location. This report only relates to the provision of general dental care provided by Portman Healthcare Limited. An additional report is available in respect of the general dental care services which are registered under Dr Philip Tangri.
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 at the practice. The practice has made reasonable adjustments to support patients with access requirements.
The dental team includes 39 dentists and 46 on call dentists, 52 dental nurses and 11 on call dental nurses, 9 dental therapists, 5 managers, 25 receptionists and 12 supporting staff. The practice has 22 treatment rooms.
During the inspection we spoke with 3 dentists, 8 dental nurses, 2 receptionists, 3 supporting staff and the practice manager. We looked at the practice’s policies, procedures and other records to assess how the service is managed.
The practice is open from 8.30am to 11pm, 7days a week.
Full details of the regulation/s the provider was/is not meeting are at the end of this report.
There were areas where the provider could make improvements. They should:
- Implement an effective recruitment procedure to ensure that appropriate checks are completed prior to new staff commencing employment, including references.
- Improve the practice's protocols for medicines management and ensure all medicines are stored and dispensed of safely and securely ensuring the correct labelling on antibiotics packaging.
- Take action to ensure audits of radiography are undertaken at regular intervals to improve the quality of the service. Practice should also ensure that, where appropriate, audits have documented learning points and the resulting improvements can be demonstrated.