We carried out this announced inspection on 17 April 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

East Village Dental Practice is in the London Borough of Newham and provides NHS and private treatment to adults and children.

The practice also provides an out of hour’s service. Patients using the service are triaged by the NHS 111 dental service and given appointment times to attend the practice.

An Immediate Minor Oral Surgery Service (IMOS) is also available on a referral basis for patients that meet the criteria.

There is level access for people who use wheelchairs and those with pushchairs. Limited car parking spaces are available near the practice for a fee.

The dental team includes12 dentists, (seven of which work for the out of hours service), two oral surgeons, four dental nurses, two dental hygienists, three receptionists, an administrator and a practice manager. The practice has four treatment rooms.

The practice is owned by Dr. Nilesh Patel, who has legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the practice is run.

On the day of inspection, we received feedback from 20 patients.

During the inspection we spoke with one dentist, two dental nurses, two receptionists, a manager from a sister practice 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, Wednesday & Thursday 9am- 5pm

Tuesday & Friday 8am- 5pm

Immediate Oral Surgery Service (IMOS clinics)

Monday, Tuesday & Sunday – 9am -5pm

Out of Hours Service via 111 referrals

Monday- Friday- 7pm- 10pm

Saturday & Sunday- 930am- 5pm

Our key findings were:

• The practice appeared 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 practice had systems to help them manage risk to patients and staff.
• The practice had suitable safeguarding processes and staff knew their responsibilities for safeguarding vulnerable adults and children.
• The provider had staff recruitment procedures, however the storage and maintance of information needed to be improved.
• 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 were providing 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:

• Review the practice's systems for checking and monitoring equipment taking into account relevant guidance and ensure that all equipment is well maintained. In particular, ensuring that the fire detection system is serviced regularly.

• Review the practice’s systems for assessing, monitoring and mitigating the various risks arising from when the dental hygienists work without chairside support.

• Review the practice's storage of records relating to people employed and the management of regulated activities to ensure they are in compliance with legislation and take into account current guidance.