Bhandal Dental Practice - Cradley Heath

We carried out this announced comprehensive inspection on 13 June 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.
• 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.
• 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 Bhandal Dental Practices and has multiple practices, and this report is about 147 – 150 High Street, Cradley Heath.

The dental practice is in Cradley Heath, Birmingham and provides NHS and private dental 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 dental team includes 2 specialist orthodontists, 1 oral surgery specialist, 15 dentists and 2 foundation dentists, 27 qualified dental nurses, 12 trainee dental nurses, 1 decontamination nurse, 4 dental therapists, 3 cleaners/decontamination runners, 1 treatment co-ordinator, 1 referral co-ordinator, 1 domiciliary co-ordinator, 2 practice managers and 8 receptionists. The practice has 20 treatment rooms.

During the inspection we spoke with 5 dentists, including the provider and the specialist orthodontist, 3 dental nurses, including the decontamination nurse and a nurse who was completing administration tasks, 1 referral co-ordinator, 1 cleaner, 2 receptionists and a practice 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 8am to 6pm and Saturday from 8am to 1pm. The practice is closed between the hours of 1pm to 2pm.

The practice had taken steps to improve environmental sustainability. For example, the practice recycled wherever possible, lights automatically turned on when entering a room and off when the room was unoccupied, and staff were trying to reduce the use of paper.

There were areas where the provider could make improvements. They should:

• Take action to ensure that all the staff have received training, to an appropriate level, in the safeguarding of children and vulnerable adults.