Novocare Dental

We carried out this announced comprehensive inspection on 14 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 mostly reflected published guidance.
• Staff knew how to deal with medical emergencies. Appropriate medicines and most life-saving equipment were available except for some sizes of oropharyngeal airways and masks. The missing items were ordered on the day of inspection.
• The practice had systems to manage risks for patients, staff, equipment and the premises. We found minor shortfalls in assessing and mitigating risks in relation to substances hazardous to health and lone working.
• 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

Novocare Dental is in Watford and provides NHS and private dental care and treatment for adults and children.

There is 1 step leading to the front of the practice and a ramp at the rear of the building to provide access for people who use wheelchairs and those with pushchairs. Paid 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 the principal dentist, 3 associate dentists, 4 dental nurses including 1 trainee dental nurse, 1 dental hygienist, and 1 administrator/practice coordinator. In addition, a specialist in oral surgery and orthodontics and a medically qualified sedationist visit the practice. The practice has 5 treatment rooms although 1 is currently not in use.

During the inspection we spoke with the principal dentist and 1 associate dentist, 2 dental nurses, and the administrator/practice coordinator. We looked at practice policies, procedures and other records to assess how the service is managed.

The practice is open:

Monday to Friday from 9am to 5.45pm.

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

• Take action to ensure an effective system of checks and the availability of equipment in the practice to manage medical emergencies taking into account the guidelines issued by the Resuscitation Council (UK) and the General Dental Council. In addition, implement an effective system for monitoring and recording the fridge temperature to ensure that medicines and dental care products are being stored in line with the manufacturer’s guidance.

• Improve the practice's processes for the control and storage of substances hazardous to health identified by the Control of Substances Hazardous to Health Regulations 2002, to ensure risk assessments are undertaken for all cleaning products used in the practice.

• Take action to ensure all clinicians are adequately supported by a trained member of the dental team when treating patients in a dental setting taking into account the guidance issued by the General Dental Council.