We carried out this announced inspection on 18 December 2018 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 provider was meeting the legal requirements in the Health and Social Care Act 2008 and associated regulations. The inspection was led by a 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:

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

Bright Smile Studio is in Brentford in the London borough of Hounslow and provides private and NHS treatment to adults and children.

There is level access for people who use wheelchairs and those with pushchairs. Car parking spaces are available at a fee.

The dental team includes four dentists (including two visiting specialists), two dental nurses, and two receptionists. The practice has two treatment rooms and a separate decontamination room.

The practice is owned by an individual who is the principal dentist there. They have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the practice is run.

On the day of inspection, we collected 29 CQC comment cards filled in by patients.

During the inspection we spoke with two dentists, one dental nurse and one of the receptionists. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open: 9.00am to 6.00pm Monday and Tuesday; 9.00am to 7.00pm Wednesday and Thursday and 9.00am to 5.00pm Fridays.

Our key findings were:

• The practice appeared clean and well maintained.
• The practice had infection control procedures which reflected published guidance.
• Staff knew how to deal with emergencies. Appropriate medicines and life-saving equipment were available.
• The practice had systems to help them manage risk.
• The practice staff had suitable safeguarding processes and staff knew their responsibilities for safeguarding adults and children.
• The practice had thorough staff recruitment procedures.
• The clinical staff provided patients’ care and treatment in line with current guidelines.
• Staff treated patients with dignity and respect and took care to protect their privacy and personal information.
• The practice was providing preventive care and supporting patients to ensure better oral health.
• The appointment system met patients’ needs.
• The practice had effective leadership and culture of continuous improvement.
• Staff felt involved and supported and worked well as a team.
• The practice asked staff and patients for feedback about the services they provided.
• The practice dealt with complaints positively and efficiently.
• The practice had suitable information governance arrangements.

During our inspection we spoke with two people who used the service, the provider and three members of staff. People we spoke with told us they were impressed with the service. One person said "they are really friendly and kind, I had a bad experience before coming here, but they have been great."

We viewed comments people had given about the service. Comments included "professional, friendly, very good service" and "best dental experience ever."

People said they were given all the necessary information to make an informed choice about treatments and costs. One person said "I have had private treatment today, I was explained everything before I signed the treatment plan."

People who use the service were protected from the risk of abuse because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening. Staff had completed training in safeguarding adults and children and were aware of the steps to take if they had any suspicions of abuse.

People we spoke with were happy with the standard of cleanliness and effective systems were in place to reduce the risk and spread of infection.

Staff received appropriate professional development to carry out their job roles effectively. This meant they were qualified and able to meet the needs of the people who use the service.