We carried out this announced inspection on 6 December 2018 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 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

The Bush Dental Clinic is in Shepherds Bush is in the London Borough of Hammersmith. The practice provides NHS and private treatment to patients of all ages. There is level access for people who use wheelchairs and those with pushchairs.

The practice is situated close to public transport bus and train services.

The dental team includes the two principal dentists who own the practice, five associate dentists including a periodontist and an endodontist, one dental hygienist, five dental nurses and one trainee dental nurse. The clinical team are supported by a practice manager and three receptionists.

The practice is owned by a partnership 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 The Bush Dental Clinic was one of the principal dentists.

On the day of inspection we received feedback from 48 patients.

During the inspection we spoke with the principal dentists, two associate dentists, one dental nurse, and the practice manager.

We looked at practice policies and procedures and other records about how the service is managed.

The practice is open:

Mondays between 9am and 5pm.

Tuesdays between 9am and 5.30pm.

Wednesdays and Thursdays between 8.30am and 5.30pm.

Fridays between 8.30 am and 1.30 pm.

24 hour telephone advice is provided by one of the principal dentists.

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.
• 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.
• 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.

People told us that we were happy with the service provided. Patients told us that their dentist explained fully the dental work they needed, how this would be achieved and the possible alternatives. People felt confident to ask questions and felt that the dental surgeons listened and took time to explain. People said they would recommend the clinic to family and friends and had done so.

People we spoke with said that they found the environment at the clinic comfortable and the staff friendly and helpful. People said they returned to the clinic as they had a good relationship with their dentist and were confident in the treatment.

People who use the service said that the surgery was ‘spotless’ and whilst undergoing treatment had observed high levels of cleanliness.