We carried out an announced comprehensive inspection on 18 October 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.

Background

Oasis Dental Care - Cleveleys offers both NHS and private treatment and provides a comprehensive range of dental treatments. The practice has four surgeries and provides a dental service to both adults and children. There is an access ramp at the front of the building for people who have mobility needs and a hearing loop is available for people with hearing needs. There are two fully equipped surgeries on the ground floor so that patients who are unable to use the stairs have ease of access for assessment and treatment. The main waiting area is located on the ground floor with a smaller waiting area upstairs.

The practice is open 8:00am to 7:00pm Monday to Thursday, 8:00am to 4:30pm on Friday and on Saturdays 8:00am to 2:00pm. The practice has five dentists and two dental therapists who work a variety of hours. The staff team also comprises seven qualified dental nurses, a trainee dental nurse and two receptionists.

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.

During the inspection we received feedback from one patient and we also received feedback through 13 patients completing feedback cards prior to the inspection. All feedback was positive and patients commented that the quality of care was very good. Comments about the service suggested patients were treated with care, respect and dignity.

Our key findings were

• The practice manager was proud of the practice and how the team worked well together.
• Staff said they were well supported and showed a commitment to providing a quality service to their patients.
• There were sufficient numbers of suitably qualified staff to meet the needs of patients.
• The practice had systems and resources in place to assess and manage risks to patients and staff including, infection prevention and control, health and safety and the management of medical emergencies.
• Oral health advice and treatment were provided in-line with the ‘Delivering Better Oral Health’ toolkit (DBOH).
• The practice was visibly clean, clutter-free and well maintained.
• Patients’ needs were assessed and care was planned and delivered in line with current professional guidelines
• The practice had effective safeguarding processes in place and staff understood their responsibilities for safeguarding vulnerable adults and children.
• Staff reported incidents and kept records of these that the practice used for shared learning.
• Staff had received training appropriate to their roles and were supported in their continued professional development (CPD).
• Feedback from patients gave us a completely positive picture of a friendly, professional service.
• The practice took into account any comments, concerns or complaints from patients and used these to help them improve the practice.
• All complaints were dealt with in an open and transparent way by the practice manager if a mistake had been made.

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

• Review the current legionella risk assessment and implement the required actions including the monitoring and recording of water temperatures, giving due regard to the guidelines issued by the Department of Health - Health Technical Memorandum 01-05: Decontamination in primary care dental practices and The Health and Social Care Act 2008: Code of Practice about the prevention and control of infections and related guidance

We spoke with two people attending the practice for a routine check-up during our inspection visit on 3rd April 2013. We also spoke by telephone with a further two patients who had recently received treatment. This enabled us to gain an overview of what people experienced when visiting the dental practice. We also spoke with the acting manager and head receptionist. However we were unable to speak with the dental nurse because she was occupied with patients throughout the visit.

People using the service spoke positively about the staff team and told us they found staff to be friendly, polite and considerate. One person told us, “This is the best dentist I have been to in a long time. They are totally competent. I have no complaints what so ever. Everybody is friendly, the place is clean and they text me to remind me about my appointment. The dental nurses are lovely”.

People also confirmed that treatment options, along with any risks and charges were clearly explained. We did not ask people specifically about safeguarding but when asked people were consistent in saying that they felt very safe when visiting the dental practice.

None of the people we spoke with had ever had cause to make a complaint. One person told us, “If I had any concerns or complaints I would speak with the practice manager, but I do not have any concerns”. People spoken with told us they felt confident that any concerns would be acted upon and addressed.

We asked patients that had just received treatment if they felt their privacy had been maintained and their dignity respected and whether staff had treated them sensitively and with care. People consistently told us that they were very happy with the service provided and that staff were respectful, polite and courteous. There was no concern that privacy or confidentiality had been compromised.

Without exception we were told that the staff team were, “Very good, all of them.” Patients also spoke of their confidence in the abilities of staff with one person saying, “The staff are very sensitive and kind especially if you are nervous, everything is very good from the time you come in to the time you leave.”

We spoke with several people at the surgery and by telephone about their experience at the dentist. We were told that staff are always sympathetic especially toward patients who are anxious or nervous. One person said, “They are always able to put me at ease as far as they can. If I want them to stop, I put my hand up and they always do.”

People also told us that staff made an effort to get to know the patients and understand their needs. Comments included, “Everything is no bother, the girls behind the counter are very, very helpful, they know that I can only come towards the end of the week and they fit me in. I never have to wait long for an appointment”.

We were also told that people are given good information to make an informed decision about the treatment options available, including any risks that may be involved. One person said, “The options are always thoroughly explained and although it has not been necessary for me, I am confident that any risks would be fully discussed.”

On this occasion we did not speak to people who use the service directly about safeguarding adults or children. However during the discussions we had with patients, we were told that people felt comfortable visiting the surgery, that they always felt safe and had complete confidence in the staff team.

We saw that the practice was clean, tidy and well maintained. The people we spoke with all confirmed this was normal practice and that they had no concerns about the surgery being anything other than, “Spot on”. One person spoken with told us, “I am dead particular about cleanliness but I can honestly say it is always spotless”