Bupa Dental Care Market Harborough

Updated 6 May 2016

We carried out an announced comprehensive inspection on 11 February 2016. The inspection took place over one day. The inspection team consisted of a CQC lead inspector and a dentist specialist advisor.

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 therefore formed the framework for the areas we examined during the inspection.

Prior to the inspection we asked the practice to send us some information which we reviewed. This included the complaints they had received in the last 12 months, their latest statement of purpose, the details of their staff members, their qualifications and proof of registration with their professional bodies.

We also reviewed the information we held about the practice as well as information available to the public. We found there were no areas of concern.

During the inspection we spoke with the clinical compliance and health and safety auditor who worked in the provider’s head office, the practice manager, dentists, dental nurses and a receptionist. We reviewed a sample of dental records, policies, procedures and other documents held which included some staff files. We reviewed feedback from 11 patients. This included CQC comment cards completed and patients we spoke with on the day.

Updated 6 May 2016

We carried out an announced comprehensive inspection on 11 February 2016 to ask the practice the following key questions; Are services safe, effective, caring, responsive and well-led?

Our findings were:

Are services safe?

We found that this practice was providing safe care in accordance with the relevant regulations.

Are services effective?

We found that this practice was providing effective care in accordance with the relevant regulations.

Are services caring?

We found that this practice was providing caring services in accordance with the relevant regulations.

Are services responsive?

We found that this practice was providing responsive care in accordance with the relevant regulations.

Are services well-led?

We found that this practice was providing well-led care in accordance with the relevant regulations.

Background

Oasis Dental Practice is located within central Market Harborough, a market town. It is approximately fifteen miles south of Leicester and is situated on the Northamptonshire to Leicestershire border. There are good public transport links within the area and a railway station within the town.

The practice has car parking available to the rear of the building for its patients to use and there are a number of public car parks within short walking distance.

The practice provides both private and NHS dental services and treats both adults and children. The practice serves a population of approximately 5800. The practice has total occupancy of a two storey building.

There are 18 members of staff working within the practice team. This consisted of six dentists, six nurses, four receptionists, (two are also qualified as nurses), 1 hygienist and the practice manager.

The practice opening hours are Monday, Tuesday and Wednesday from 8am to 8pm, Thursday 8.30am to 6.00pm and Friday 8.30am to 3.15pm.

We received feedback from 11 patients which included CQC comment cards and patients we spoke with on the day. All feedback included extremely positive comments about the practice and the majority made particular reference to the staff. A number of comments referred to the professional treatment received from dentists who were also welcoming, kind and understanding. Comments supported that the practice was able to meet the needs of their patients. We did not receive any adverse comments about care and treatment provided at the practice.

Our key findings were:

• The practice had a system for recording and analysing significant events and complaints. Staff learning from events took place in response.
• Staff had received safeguarding and whistle blowing training and knew the procedures to follow to raise any concerns.
• There were sufficient numbers of suitably qualified staff to meet patients’ needs.
• Practice staff had been trained to handle emergencies and we found that appropriate equipment and medicines were readily available.
• Robust infection control procedures were in place and the practice followed national guidance on decontamination of dental instruments.
• Patients’ care and treatment was planned and delivered in line with evidence based guidelines, best practice and current legislation.
• Patients received clear and detailed explanations about their proposed treatment, its costs, options and risks.
• We observed that patients were treated with dignity and respect and confidentiality was maintained.
• The appointment system met patients’ needs for urgent or for more routine appointments.
• The practice was well-led and staff worked as a team. There was an open culture in place whereby staff felt able to raise any issues or concerns.
• Governance arrangements were found to be effective although we found these could be strengthened.

There were areas where the provider could make improvements and should:

• Review systems for the documenting of staff practice meetings.
• Review the practice’s recruitment policy to ensure it includes the requirement for disclosure barring service checks and evidence of qualifications to be produced by successful applicants.
• Review protocol and procedure to ensure that all references for new staff are suitably obtained and recorded.
• Review staff awareness of the requirements of the Mental Capacity Act (MCA) 2005 and ensure all staff are aware of their responsibilities under the Act as it relates to their role.
• Review the access arrangements in place to computers when staff are away from their desks.