We carried out this announced inspection on 21 January 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

Bryer Wallace Dental Practice (part of Bupa) is in Kensington & Chelsea and provides NHS and private treatment to patients of all ages.

The practice is located on the ground and lower ground floor, with lift access.

The dental team includes eleven dentists, ten dental hygienists, nine dental nurses, two of whom perform a dual role as receptionist as well, three receptionists, two decontamination assistants and a lead nurse.

The practice has ten 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 Bryer Wallace Dental Practice (part of Bupa).

On the day of inspection, we collected five CQC comment cards filled in by patients.

During the inspection we spoke with two dentists, two dental nurses, a dental hygienist, a receptionist and the practice manager. One of the provider compliance leads was also present. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open:

• Monday 9am to 6pm
• Tuesday 9am to 6pm
• Wednesday 9am to 6pm
• Thursday 9am to 6pm
• Friday 9am to 6pm

Our key findings were:

• The practice appeared clean and well maintained.
• The practice had infection control procedures which reflected published guidance.
• Staff knew how to deal with emergencies. Appropriate medicines and life-saving equipment were available.
• The practice had systems to help them manage risk.
• The practice had suitable safeguarding processes and staff knew their responsibilities for safeguarding adults and children.
• The practice had thorough staff recruitment procedures.
• 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.
• The practice was providing preventive care and supporting patients to ensure better oral health.
• The appointment system met patients’ needs.
• The practice had effective leadership and a culture of continuous improvement.
• Staff felt involved and supported and worked well as a team.
• The practice asked staff and patients for feedback about the services they provided.
• The practice dealt with complaints positively and efficiently.
• The practice had suitable information governance arrangements.

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

• Review arrangements in place for ensuring patients’ privacy while receiving treatment in the dental

surgeries.