Updated 28 September 2022
We carried out this announced comprehensive inspection on 24 August 2022 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 adviser.
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:
- The dental clinic was visibly 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 help them manage risk to patients and staff.
- 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.
- The clinical staff provided patients’ care and treatment in line with current guidelines.
- Patients were treated with dignity and respect and staff took care to protect their privacy and personal information.
- Staff provided preventive care and supported patients to ensure better oral health.
- The appointment system took account of patients’ needs.
- There was effective leadership and a culture of continuous improvement.
- Staff felt involved and 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 dental clinic had information governance arrangements.
Background
The provider has three practices and this report is about Ghauri Dental Centre Shepherds Bush, which is in the London Borough of Hammersmith and Fulham and provides NHS and private dental care and treatment for adults and children.
There is level 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 provided a hearing loop and installed a chair lift to support patients with additional needs.
The dental team includes sixteen dentists, eleven dental nurses, one trainee dental nurse, one dental therapist and two receptionists. The registered manager is assisted by six support members of staff. The practice has five treatment rooms.
During the inspection we spoke with the principal and two other dentists, two dental nurses, a receptionist and the practice manager. We also spoke with two compliance managers and the information technology administrator. We looked at practice policies and procedures and other records about how the service is managed.
The practice is open:
Monday to Friday 9am to 5.30pm
Saturdays 10am to 1:30pm
The practice is also open for out of hours emergencies via the NHS 111 service:
Sundays 11am to 6pm
Monday to Sunday 7pm to 1am
We noted innovative approaches to providing person centred care. For example, the practice had developed a bespoke practice management platform where staff could access information and training resources.