Collier Row Dental Practice

We carried out this announced comprehensive inspection on 27 September 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 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 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:

• The dental clinic was visibly 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 help them manage risk to patients and staff.
• 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.
• The clinical staff provided patients’ care and treatment in line with current guidelines.
• Patients were treated with dignity and respect and staff 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.
• There was effective leadership and a culture of continuous improvement.
• Staff felt involved and 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 dental clinic had information governance arrangements.

Background

The provider has 4 dental practices across London and this report is about Collier Row Dental Practice.

Collier Row Dental is in Romford in the London Borough of Havering and provides NHS and private dental care and treatment for adults and children. The practice is also contracted by NHS England to provide Orthodontic and Tier 2 Endodontic services to provide moderately complex root canal treatment to patients.

There is level access to the practice for people who use wheelchairs and those with pushchairs. Car parking spaces, including dedicated parking for disabled people, are available to the rear of the practice. In addition, paid parking is available on-street.

The dental team includes 15 dentists, 1 specialist endodontist, 1 specialist orthodontist, 5 qualified dental nurses, 4 trainee dental nurses, 1 orthodontic therapist and 1 reception staff. They are supported by 2 practice managers who work peripatetically across all four practices. The practice has 7 treatment rooms.

During the inspection we spoke with the specialist orthodontist, 2 dentists, 2 dental nurses, the receptionist and both practice managers. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open between 9am and 5pm Monday to Friday. As a commissioned out of hours dental provider, urgent appointments are offered between 10am and 5pm and 7pm; 10pm on Saturday and Sunday and 7pm to 10pm Monday to Friday. These appointments are available to registered and unregistered patients experiencing emergency and urgent dental problems who reside in the local borough.