We carried out an announced comprehensive inspection on 26 November 2015 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.

Background

The practice opened in September 2010 and is situated on a small industrial estate in the Beaumont Leys area of Leicester. It is a large modern practice on two floors with two treatment rooms, a decontamination room, and two patient waiting areas, one at reception and one on the first floor at the top of the stairs. There is also a staff room, staff offices and an oral health care room. There is free parking outside the practice where disabled parking is also available. There is access from the car park up a ramp and there is a portable ramp that is put in place for patients using wheelchairs and those with limited mobility. A treatment room is available for patients that are unable to access the first floor. Services provided include general dentistry, dental hygiene and cosmetic dentistry.

There are three dentists, one dental hygienist, four dental nurses, including two trainees and a practice manager. The dental nurses also cover reception duties.

The practice provides both NHS and private dental treatment to both adults and to children. The practice is open Monday to Friday from 8am to 6pm, Wednesday until 7pm and Saturday morning 9am to 1pm.

The area 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.

We received feedback from 50 patients about the services provided. The vast majority of the feedback reflected positive comments about the staff and the services provided. Patients commented that the practice was clean and tidy; they found the staff offered a friendly and polite service and were helpful and caring. They said explanations were clear and that they were always informed of what was happening which made the dental experience as comfortable as possible. However there were a minority of comments whilst reflecting positive experience also mentioned that at times they had waited up to 30 minutes or more for their appointment.

The practice was providing care which was safe, effective, caring, responsive and well-led in accordance with the relevant regulations.

Our key findings were:

• Staff had received safeguarding training and knew the processes to follow to raise any concerns.
• There were sufficient numbers of suitably qualified staff to meet the needs of patients.
• Infection control procedures were in place and staff had access to personal protective equipment.
• Patients’ care and treatment was planned and delivered in line with evidence based guidelines and current legislation.
• Patients received clear explanations about their proposed treatment, costs, benefits and risks and were involved in making decisions about them.
• Patients were treated with dignity and respect and confidentiality was maintained.
• The appointment system met the needs of patients and waiting times were kept to a minimum where possible.
• There was an effective complaints system.
• The practice was well-led and staff felt involved and worked as a team.
• Staff had been trained to deal with medical emergencies and appropriate medicines and life-saving equipment were readily available and accessible.
• Governance systems were effective although policies and procedures were not all dated

We spoke with two people using the service and asked them if their treatment options had been explained to them in a way they understood. They told us treatment options and fees payable, (where applicable) had been explained and they had made an informed decision. One person said: - “they explained what they were going to do and it was a very clear explanation”.

We asked people about the care and treatment they received and people said: - “I’m really satisfied with the services given”, “I’ve recommended them to my friends” and “it’s a very good service”.