Hermes London Dental Clinic

We carried out this announced inspection on 24 September 2019 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 provider was meeting the legal requirements in the Health and Social Care Act 2008 and associated regulations. The inspection was led by a 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:

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

Hermes London Dental Clinic is located in the City of Westminster, London and provides private treatment to adults and children.

There is level access for people who use wheelchairs and those with pushchairs. Car parking spaces, including some for blue badge holders, are available near the practice.

The dental team includes three dentists, one trainee nurse, two dental nurses and a dental hygienist. The trainee and dental nurses also undertake reception duties. The practice has two treatment rooms.

The practice is owned by a company and as a condition of registration must have a person registered with the Care Quality Commission as the registered manager. Registered managers have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the practice is run. The registered manager at Hermes London Dental Clinic is the principal dentist.

On the day of inspection, we received feedback from 10 patients.

During the inspection we spoke with two dentists and a trainee dental nurse. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open: Monday and Tuesday 8am to 5pm, Wednesday and Thursday 8am to 6pm, Friday 9am to 3pm and Saturday 8am to 2pm

Our key findings were:

• The practice appeared clean and well maintained. However improvements could be made in regards the testing of electrical wiring.
• The provider had infection control procedures which reflected published guidance.
• Staff knew how to deal with emergencies. Appropriate medicines and life-saving equipment were available.
• The provider had systems to help them manage risk to patients and staff.
• The provider had suitable safeguarding processes and staff knew their responsibilities for safeguarding vulnerable adults and children.
• The provider had a staff recruitment procedure. However, improvements could be made in regards to noting verbal references.
• The clinical staff provided patients’ care and treatment in line with current guidelines.
• Staff treated patients with dignity and respect and took care to protect their privacy and personal information.
• Staff provided preventive care and supporting patients to ensure better oral health.
• The appointment system took account of patients’ needs.
• The provider had effective leadership and culture of continuous improvement.
• Staff felt involved and supported and worked well as a team.
• The provider asked staff and patients for feedback about the services they provided.
• The provider dealt with complaints positively and efficiently.
• The provider had suitable information governance arrangements.

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

• Take action to ensure the suitability of the premises and ensure all areas are fit for the purpose for which they are being used. In particular to carry out a five-year electrical test at the service.
• Improve the practice's recruitment policy and procedures to ensure accurate, complete and detailed records are maintained for all staff.

• Improve and develop the practice's current performance review systems and have an effective process established for the on-going assessment and supervision of all staff.
• Improve the practice's systems for assessing, monitoring and mitigating the various risks arising from the undertaking of the regulated activities. In particular in regards to a fire risk assessment.