We carried out an announced comprehensive inspection on 11 February 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 Practice is located within central Market Harborough, a market town. It is approximately fifteen miles south of Leicester and is situated on the Northamptonshire to Leicestershire border. There are good public transport links within the area and a railway station within the town.

The practice has car parking available to the rear of the building for its patients to use and there are a number of public car parks within short walking distance.

The practice provides both private and NHS dental services and treats both adults and children. The practice serves a population of approximately 5800. The practice has total occupancy of a two storey building.

There are 18 members of staff working within the practice team. This consisted of six dentists, six nurses, four receptionists, (two are also qualified as nurses), 1 hygienist and the practice manager.

The practice opening hours are Monday, Tuesday and Wednesday from 8am to 8pm, Thursday 8.30am to 6.00pm and Friday 8.30am to 3.15pm.

We received feedback from 11 patients which included CQC comment cards and patients we spoke with on the day. All feedback included extremely positive comments about the practice and the majority made particular reference to the staff. A number of comments referred to the professional treatment received from dentists who were also welcoming, kind and understanding. Comments supported that the practice was able to meet the needs of their patients. We did not receive any adverse comments about care and treatment provided at the practice.

Our key findings were:

• The practice had a system for recording and analysing significant events and complaints. Staff learning from events took place in response.
• Staff had received safeguarding and whistle blowing training and knew the procedures to follow to raise any concerns.
• There were sufficient numbers of suitably qualified staff to meet patients’ needs.
• Practice staff had been trained to handle emergencies and we found that appropriate equipment and medicines were readily available.
• Robust infection control procedures were in place and the practice followed national guidance on decontamination of dental instruments.
• Patients’ care and treatment was planned and delivered in line with evidence based guidelines, best practice and current legislation.
• Patients received clear and detailed explanations about their proposed treatment, its costs, options and risks.
• We observed that patients were treated with dignity and respect and confidentiality was maintained.
• The appointment system met patients’ needs for urgent or for more routine appointments.
• The practice was well-led and staff worked as a team. There was an open culture in place whereby staff felt able to raise any issues or concerns.
• Governance arrangements were found to be effective although we found these could be strengthened.

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

• Review systems for the documenting of staff practice meetings.
• Review the practice’s recruitment policy to ensure it includes the requirement for disclosure barring service checks and evidence of qualifications to be produced by successful applicants.
• Review protocol and procedure to ensure that all references for new staff are suitably obtained and recorded.
• Review staff awareness of the requirements of the Mental Capacity Act (MCA) 2005 and ensure all staff are aware of their responsibilities under the Act as it relates to their role.
• Review the access arrangements in place to computers when staff are away from their desks.

When we visited the practice it was a fairly quiet period over a lunch time, however we were able to speak with one customer who had just received treatment from one of the dentists. He was very complimentary about the service offered and was able to outline how his dentist always took time to explain what treatment was going to take place at that appointment or alternatively talk through treatment options, including fees. He said that he felt well cared for by his dentist and, whilst he didn't relish going to see the dentist,he is happy to attend when treatment is required. He said he was involved in his treatment and had choice in the type of treatment he received.

We saw that all areas of the practice were clean and tidy; this was also confirmed by the gentleman we spoke to at the practice. Even though this was the case the practice manager did indicate that the practice is soon due to be redecorated as part of it's on-going maintenance programme.

We found that the practice had a welcoming atmosphere and this was reflected in what people told us. The staff were open and had a positive and enthusiastic approach to their work and felt well supported by their employers. We spent some time talking with a dentist and a trainee dental nurse. Both were able to explain in some detail the procedures they go through when preparing for a customer. This included ensuring people were comfortable and where given full information about treatment and treatment options. They also described how they worked with children to engage them to cooperate with the dentist. The trainee dental nurse was able to explain in detail all the procedures in relation to ensuring the environment was clean and hygienic throughout the working day.

This particular practice is part of a national chain and had a practice manager who was responsible for working in partnership with dentists and dental nurses to ensure that national policy was appropriate and implemented effectively in Market Harborough. Even though this practice was part of a national chain they were still able to ensure that the service provided was for the local people of Market Harborough.