We carried out an announced comprehensive inspection on 10 May 2016 to ask the practice the following key questions; Are services safe, effective, caring, responsive and well-led?

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.

Abbey Dental Practice is located in the London Borough of Tower Hamlets. The practice is on the ground and first floor and comprises of five surgeries and two decontamination rooms. There was also a reception and waiting area. Toilet facilities for patients were also available.

The practice provides NHS and private dental services and treats both adults and children. The practice offers a range of dental services including routine examinations and treatment.

The staff structure of the practice comprises of two providers, five dentists, a practice manager, area manager, four qualified dental nurses, two trainee dental nurses and two receptionists. The practice was open Mondays from 9am-8pm, Tuesday to Friday from 9am-6pm and Saturdays from 9am-1pm.

The practice manager is the registered manager. A registered manager is a person who is registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons 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 inspection took place over one day and was carried out by a CQC inspector and a dental specialist advisor.

We received feedback from 17 patients. The feedback from the patients was positive in relation to the care they received from the practice. They were complimentary about the friendly and caring attitude of the staff.

Our key findings were:

• The practice had policies and procedures in place for child protection and safeguarding adults.
• There were arrangements in place to deal with foreseeable emergencies
• There was a complaints procedure available for patients.
• There were systems in place to reduce the risk and spread of infection. Staff had access to an automated external defibrillator (AED) and other equipment and medicines to manage medical emergencies in line with current guidance
• Patients’ needs were assessed and care was planned.
• Patients indicated that they felt they were listened to and that they received good care from the practice staff.
• The practice had systems in place to receive alerts from relevant external organisations such as Medicines and Healthcare products Regulatory Agency (MHRA).
• There was evidence of staff’s continuing professional development (CPD) activity and it was being suitably monitored.
• Equipment, such as the air compressor and autoclave (steriliser), were serviced to check their effectiveness.
• The practice had a clear management structure and good governance arrangements in place for the smooth running of the practice.
• Risks relating to the health, safety and welfare of service users and others who may be at risk which arise from the carrying on of the regulated activity had been identified and mitigated.

There were areas where the practice could make improvements and should:

• Review the practice’s protocols for the use of rubber dam for root canal treatment giving due regard to guidelines issued by the British Endodontic Society.
• Review staff awareness of the requirements of the Mental Capacity Act (MCA) 2005 and ensure all staff are aware of their responsibilities under the Act as it relates to their role.

People were pleased with the service. They said the staff were friendly and polite and their privacy had been protected. Everyone we spoke with said that the dentist had enough time to explain things and they felt able to ask any questions. All the people we spoke with felt the premises were clean and hygienic. One person said he would be coming back to the service again and he recommended it to family and friends quite regularly.

Another person had been seen at the service as an emergency. This person was very pleased with the speedy way in which their problem had been assessed and managed. They had been seen by the dentist the same day.

The service routinely asked people to feedback their views. People's comments were very positive. For example one person wrote: "Very friendly and professional reception staff and the dentist was very friendly, helpful and professional, clearly explaining the procedure and treatment. The staff are always lovely."

At the time of the inspection, the service was busy but there were enough staff and professionals so that people did not have to wait long to be seen.