We carried out this announced inspection on 10 September 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 – Coniston Way Dental practice is in Cannock, Staffordshire and provides NHS and private treatment to adults and children.

A fixed ramp provides access to the practice for people who use wheelchairs and those with pushchairs. Changes are planned to this to make it more user friendly. For example the ramp is being extended to reduce the steepness. Car parking spaces are available at the front of the practice although there is no designated space for blue badge holders. Parking is also available on local roads and pay and display car parks near the practice.

The dental team includes seven dentists, seven dental nurses, one trainee dental nurse, two dental therapists and two receptionists (one of which is also a dental nurse), a cleaner and a practice manager. The practice has four treatment rooms.

The practice is owned by an organisation 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 Coniston Way dental practice was the practice manager and was present throughout this inspection.

On the day of inspection, we collected three CQC comment cards filled in by patients and spoke with four other patients.

During the inspection we spoke with two dentists, three dental nurses, one dental therapist, two receptionists, one who was also a dental nurse and the practice manager. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open:

Monday to Friday 8am to 5pm and alternate Saturdays from 9am to 2pm. The practice has extended opening hours until 7pm on Thursdays for private patients.

Our key findings were:

• The practice appeared clean, some maintenance issues were identified which were to be addressed during the planned refurbishment of the practice.
• 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. An additional oxygen cylinder and mask was available to enable quick access to this equipment in an emergency.
• The practice had systems to help them manage risk. Risk assessments were reviewed and updated on an annual basis.
• 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. Changes were made if possible when suggestions for change were made by patients or staff.
• The practice staff dealt with complaints positively and efficiently.
• The practice staff had suitable information governance arrangements. Staff had undertaken training regarding information governance.

We carried out this inspection to check on the care and welfare of people who used this service. Our inspection was discussed and arranged two days in advance. This was to ensure that we had time to see and speak to staff working at the practice, as well as people registered with the service.

People who used the service said they were fully involved in decisions about their care. People told us the dentist gave them information about the treatment options and any costs were explained. They told us they felt comfortable to ask questions about the treatments available and that they gave their consent before any treatment was given.

People we spoke with said everything always looked clean and they were satisfied with the standards of cleanliness. We saw there were effective systems in place to reduce the risk and spread of infection.

The staff told us they worked together as a team and supported each other. They said that they felt they were supported by the management and accessed regular training to ensure their skills and knowledge were up-to-date.

People told us if they had any concerns or complaints they would discuss them with members of staff and were confident their views would be listened to.