Eye Smile

We carried out this announced comprehensive inspection on 6 October 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.
• 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.
• The practice did not have effective systems to help them manage risk to patients and staff.
• There were ineffective systems to ensure that staff were up to date with their training.

Background

The provider has 2 practices and this report is about Eye Smile which is in the London Borough of Richmond upon Thames and provides private dental care and treatment for adults and children.

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 near the practice.

The dental team includes 7 dentists, a specialist orthodontist, a qualified dental nurse, 3 trainee dental nurses, 3 dental hygienists, a practice manager, a compliance consultant and 3 receptionists. The practice has 4 treatment rooms and shares the premises with an optician and a tenant who lives upstairs.

During the inspection we spoke with the principal dentist, 2 associate dentists, 2 dental nurses, a receptionist, the compliance consultant and the practice manager. In addition, we spoke to the optician who was a business partner and dealt with the building maintenance. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open:

Monday and Wednesday 9am to 7pm

Tuesday and Thursday 9am to 5.30pm

Friday 9am to 6pm

Saturday 9am to 5pm

We noted innovative approaches to providing person centred care. For example, the practice sends videos and customised information to patients explaining dental disease and preventative measures.

The practice had taken steps to improve environmental sustainability. For example, patients and staff were encouraged to recycle used toothpaste tubes at a recycling point in the practice.

We identified regulations the provider was not complying with. They must:

• Establish effective systems and processes to ensure good governance in accordance with the fundamental standards of care.

Full details of the regulation the provider was not meeting is at the end of this report.

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

• Implement practice protocols and procedures to ensure staff are up to date with their mandatory training and their continuing professional development.

• Take action to ensure the clinicians take into account the guidance provided by the College of General Dentistry when completing dental care records.

• Take action to ensure audits of and infection prevention and control are undertaken at regular intervals to improve the quality of the service.

• Improve the practice's systems for checking and monitoring equipment taking into account relevant guidance and ensure that all equipment is well maintained. In particular, annual electro-mechanical servicing of the X-ray equipment as recommended by the Radiation Protection Advisor (RPA) for the practice.