We carried out an announced comprehensive inspection on 11 January 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

Brightsmile Dental Care (Tadworth) is a family run practice owned by three brothers who are equal partners in the business. The practice is an NHS and private dental practice located at the end of a row of retail shops and businesses. The building has a shop front that is currently not in use and the entrance to the practice is along a side pathway. On the ground floor there is a waiting room, reception desk, two treatment rooms, staff room and patient toilet. On the first floor is a further treatment room, a decontamination room and a small meeting room.

The staff team consists of six dentists, six dental nurses (including one trainee), a dental hygienist, a practice manager, an operations manager and three admin staff.

The operations 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 practice is open Monday to Thursday from 9am to 6pm and Friday from 9am to 5pm.

The inspection took place over one day and was carried out by a CQC inspector and a dental specialist advisor.

Before the inspection we sent Care Quality Commission (CQC) comments cards to the practice for patients to complete to tell us about their experience of the practice. We collected 54 completed cards. All the comments from patients were positive about the care they received from the practice. They were complimentary about the friendly and caring attitude of all the staff.

Our key findings were:

• We found that the practice ethos was to provide patient centred dental care in a relaxed and friendly environment.
• Strong and effective clinical and business leadership was evident during our inspection underpinned by an effective governance system.
• Patients’ needs were assessed and care was planned in line with current guidance such as from the National Institute for Health and Care Excellence (NICE).
• There were effective systems in place to reduce and minimise the risk and spread of infection.
• The practice had effective safeguarding processes in place and staff understood their responsibilities for safeguarding adults and children living in vulnerable circumstances.
• Staff reported incidents and kept records of these and discussed information for shared learning.
• Equipment, such as the air compressor, autoclave (steriliser), fire extinguishers, and X-ray equipment had all been checked for effectiveness and had been regularly serviced.
• Patients indicated that they felt they were listened to and that they received good care from a helpful and caring practice team.
• The practice ensured staff maintained the necessary skills and competence to support the needs of patients.
• The practice had implemented clear procedures for managing comments, concerns or complaints.
• The provider had a clear vision for the practice and staff told us they were well supported by the management team.
• Governance arrangements and audits were robust and effective in improving the quality and safety of the services.

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

• Review and implement the necessary requirements of the data protection code of practice for surveillance cameras and personal information.

We visited Brightsmile Dental Care (Tadworth) to look at the care and treatment provided to people who used the service.

We spoke with three people who used the service and observed two treatment sessions. We also spoke with five staff.

All the people we spoke with were very happy with the service. One person told us “The staff are all kind and helpful. They try to fit you in as soon as they can.” Another person said “They always explain things to me here. They are also very good with my children.” A third person told us “I find the service to be friendly and efficient. I can always get appointments when I need them.”

People told us that they felt respected by staff, and were able to take part in decisions about their treatment. One person told us “The service I get and the discussions we have are very good.” Another person said “We discuss my options and go through the pros and cons of each.”

People told us that their treatment plans were discussed with them, and they had signed forms to say they agreed. Medical histories were reviewed before treatment was given.

The people we spoke with told us they felt safe with the staff. Staff had a clear understanding of their roles with regards to safeguarding vulnerable people.

We saw that records of qualifications, criminal record checks and professional registrations were up to date.

All of the people we spoke with were happy with the service, and had never felt the need to make a complaint.

People that used Brightsmile Dental Care (Tadworth) told us that they were generally happy with the service provided at the surgery.

There was a consensus that they were given sufficient information about their treatment options and the relevant fees associated with their choice.

They stated that they were able to ask all the questions they wanted to and that the staff professional and clerical explained things in a way that they understood.

They found the staff to be friendly and reported that they were treated with respect and their privacy was maintained. They said that the clinic was clean.

People also stated that the service had provided them with extensive information pamphlets in respect to the health of their teeth and their general health. One person stated that with the information they received from the service they contacted a stop smoking clinic and had successfully stopped smoking after 25 years as a smoker.