Ghauri Dental Centre - Hounslow

We carried out this announced comprehensive inspection on 23 May 2023 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 practice 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 advisor.

To get to the heart of patients’ experiences of care and treatment, we always ask the following 5 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:

• The dental clinic appeared clean and well-maintained.
• The practice had infection control procedures which reflected published guidance.
• Staff knew how to deal with medical emergencies. Appropriate medicines and life-saving equipment were available.
• The practice had systems to manage risks for patients, staff, equipment and the premises.
• Safeguarding processes were in place and staff knew their responsibilities for safeguarding vulnerable adults and children.
• The practice had staff recruitment procedures which reflected current legislation.
• Clinical staff provided patients’ care and treatment in line with current guidelines.
• Patients were treated with dignity and respect. Staff took care to protect patients’ privacy and personal information.
• Staff provided preventive care and supported patients to ensure better oral health.
• The appointment system worked efficiently to respond to patients’ needs.
• The frequency of appointments was agreed between the dentist and the patient, giving due regard to National Institute of Health and Care Excellence (NICE) guidelines.
• There was effective leadership and a culture of continuous improvement.
• Staff felt involved, supported and worked as a team.
• Staff and patients were asked for feedback about the services provided.
• Complaints were dealt with positively and efficiently.
• The practice had information governance arrangements.

Background

The provider has 3 practices, and this report is about Ghauri Dental Centre Hounslow.

Ghauri Dental Centre Hounslow is in the London Borough of Hounslow and provides NHS and private dental care and treatment for adults and children.

There is step free access to the practice for people who use wheelchairs and those with pushchairs. Car parking spaces, including dedicated parking for disabled people, are available at the practice. The practice has made reasonable adjustments to support patients with access requirements.

The dental team includes 7 dentists, 3 dental nurses, 1 trainee dental nurse, 1 dental hygienist, and 2 receptionists. The registered manager is assisted by 4 support staff. The practice has 2 treatment rooms.

During the inspection we spoke with the principal dentist, 2 associate dentists, the trainee dental nurse, 1 receptionist and the registered manager. We also spoke with a compliance manager and the information technology consultant. We looked at practice policies, procedures and other records to assess how the service is managed.

The practice is open:

Monday to Friday from 9am to 6pm

Saturday from 10am to 2pm.

The practice is also open for out of hours emergencies via the NHS 111 service:

Monday, Thursday, Friday, Sunday from 7pm to 10pm

Saturday from 2pm to 5pm.

We noted innovative approaches to providing person centred care. For example, the practice had developed a bespoke practice management platform where staff could access information and training resources.

The practice had taken steps to improve environmental sustainability. For example, an Energy Performance Check audit had been carried out to identify where energy savings could be made. All lighting was low voltage, all new appliances were energy efficient and the use of air-conditioning was kept to a minimum. The practice is in the process of becoming paperless.