Primadent Limited

We carried out this announced focused inspection on 12 January 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 provider 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 questions:

• Is it safe?

• Is it effective?

• Is it well-led?

These questions form the framework for the areas we look at during the inspection.

Our findings were:

• The practice appeared to be visibly clean and well-maintained.
• 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 safeguarding processes and staff knew their responsibilities for safeguarding vulnerable adults and children.
• Staff recruitment procedures did not take account of all current guidance and legislation.
• 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 supported patients to ensure better oral health.
• The appointment system took account of patients’ needs.
• Advertising and explanation of charges for treatment displayed on the practice website, particularly those for NHS treatment, lacked important details and transparency .
• Complaints were responded to. Provider oversight and addressing the cause for complaint could be strengthened.
• The provider had information governance arrangements.

Background

Primadent Limited is in the Edge Hill area of South Liverpool 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 are available near the practice.

The dental team includes three dentists, three dental nurses, two of whom are trainees, three dental therapists, one receptionist and a practice manager. The practice has five treatment rooms.

During the inspection we spoke with the principal dentist, two dental nurses, one dental therapist, the receptionist and the practice manager. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open: Monday and Friday from 9am to 1pm and from 2pm to 5pm. Tuesday from 8.30am to 1pm and from 2pm to 6.30pm; Wednesday and Thursday from 8.30am to 1pm and from 2pm to 5pm. The practice is open in response to patient demand, on Saturday mornings via pre-arranged appointment.

We identified regulations the provider was not complying with. They must:

• Implement an effective recruitment procedure to ensure that appropriate checks are completed prior to new staff commencing employment at the practice.
• Improve the practice's recruitment policy and procedures to ensure accurate, complete and detailed records are maintained for all staff.

Full details of the regulation the provider is not meeting are at the end of this report.

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

• Improve and develop the practice's policies and procedures for obtaining patient consent to care and treatment to ensure they are in compliance with legislation, taking into account relevant guidance.
• Implement processes and systems for seeking and learning from patient feedback with a view to monitoring and improving the quality of the service.