We carried out this announced inspection on 10 October 2017 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

Apex Dental Care Wallington is in Wallington and provides private treatment to patients of all ages.

There is level access for people who use wheelchairs and pushchairs. Limited car parking spaces, including one space for patients with disabled badges is available at the front of the practice. Parking is also available on surrounding roads near the practice.

The dental team includes three dentists, three dental nurses, one trainee dental nurse, a dental hygienist, three receptionists and a practice manager. The practice has three treatment rooms. There is a lowered reception desk for patients with wheelchairs.

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. At the time of the inspection the practice did not have a registered manager in post. We discussed this with the practice manager and they advised us that a new registered manager was being appointed and the applications were being submitted.

On the day of inspection we collected 46 CQC comment cards filled in by patients. This information gave us a positive view of the practice.

During the inspection we spoke with two dentists, one dental nurse, one trainee dental nurse, two receptionists and the practice manager. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open: 8.00am to 7.00pm Monday, Tuesday and Thursdays; 9.00am to 5.00pm Wednesdays; 9.00am to 4.00pm Fridays and 9.00am to 7.00pm on Saturdays.

Our key findings were:

• The practice was clean and well maintained.
• 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.
• The practice had systems to help them manage risk.
• The practice 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 appointment system met patients’ needs.
• The practice had effective leadership. 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 dealt with complaints positively and efficiently.

People that used Apex Dental Care (Wallington) told us that they were happy with the service provided. They said they were consulted about their treatment and kept informed about relevant costs for both NHS and private dental care.

One person said “I have been coming here for ages; they are all so good, very good at explaining things”. Another told us, “everything fine, all explained and happy with my treatment.”

We looked at recent surveys completed by people who attended the practice and the results were all complimentary about the service.

At the time of our visit, the practice was staffed by a practice manager, two full time dentists, two part time dentists, three dental nurses and a cleaner.

We saw that staff were polite and attentive when people arrived at the practice and when arranging appointments with people over the telephone. People we met told us the staff were helpful and friendly.

All areas of the practice appeared clean, tidy and hygienic.

Please refer to the outcomes within the main report for more detailed comments about specific aspects of the service.