We carried out this announced inspection on 02 August 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

Bupa – Butland Road, Oakley Vale is situated in the south-west of Corby. It provides mostly NHS treatment to adults and children. Private treatments are also available.

There is level access for people who use wheelchairs and those with pushchairs. Car parking spaces, including one allocated for blue badge holders, are available directly outside the practice. This is a shared car parking facility with other local businesses.

The dental team includes five dentists, five dental nurses (including two trainee nurses), one dental hygienist, two receptionists and a practice manager. The practice has five treatment rooms; all are located on ground floor level.

The practice is owned by a company and as a condition of registration must have a person registered with the Care Quality Commission as the registered manager. Registered managers 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 registered manager at Bupa – Butland Road, Oakley Vale is the practice manager.

On the day of inspection, we collected 19 CQC comment cards filled in by patients.

During the inspection we spoke with two dentists, the lead dental nurse, the dental hygienist, a receptionist and two practice managers (who are based at other Bupa dental practices). The practice manager based at this site was unable to attend the inspection.

We looked at practice policies and procedures, patient feedback and other records about how the service is managed.

The practice is open: Monday from 8am to 5:30pm, Tuesday, Wednesday and Thursday from 8am to 8pm, Friday from 8am to 4:30pm and Saturday sessions are held between one to two times a month.

Our key findings were:

• The practice appeared clean and well maintained.
• The practice staff 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 staff recruitment procedures, although we identified an area for management review.
• The practice had not maintained a log to show alerts received from the Medicines and Healthcare products Regulatory Agency (MHRA) and any action taken in response.
• 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 staff dealt with complaints positively and efficiently.
• The practice staff had suitable information governance arrangements.

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

• Review the practice’s recruitment procedures to ensure that appropriate checks are completed prior to new staff commencing employment at the practice.
• Review the practice’s arrangements for responding to patient safety alerts, recalls and rapid response reports issued by the Medicines and Healthcare products Regulatory Agency, the Central Alerting System and other relevant bodies, such as Public Health England.

We spoke with five people using the service. One commented: “I think it’s brilliant. That lady’s brilliant (referring to one of the dentists)." Another said: “Everything’s alright.” and a third: “I think they’re a very good dentist. Even though I haven’t visited for some years, they still saw me, when they knew I had a problem."

When we asked about waiting times, two people told us they had to wait for appointments to see either a dentist or the hygienist.

People told us they were given the right information about treatment and options.

Two people we spoke to said they were anxious about visiting dentists. One commented: “She knows I’m scared to death." When we asked how the dentist addressed their anxieties, they said: "It’s just the way she talks to you. She explains what she’s doing and tells you why she’s doing it.” Another person said: "I used to get anxious but not any more, because they treat you right. They give you all the information – I’m not bothered any more. It’s changed my whole attitude about going to the dentist now.”

Everyone we spoke with told us they thought the service was clean. One described it as: "Spotless."