We carried out this announced inspection on 19 March 2019 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

Cheadle Smile Centre provides NHS and private treatment to adults and children.

The practice has a portable ramp to facilitate access to the practice for wheelchair users. Car parking is available near the practice.

The dental team includes four dentists, four dental nurses, a dental hygienist, two dental hygienist / therapists, a receptionist, a patient care co-ordinator and a practice manager. The practice has three treatment rooms.

The practice is owned by an individual who is the principal dentist there. They have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the practice is run.

On the day of inspection, we collected 14 CQC comment cards filled in by patients.

During the inspection we spoke with one dentist, two dental nurses, one dental hygienist / therapist, the 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:

Monday, Tuesday and Thursday from 8:30am to 5:30pm

Wednesday from 9:00am to 5:30pm

Friday from 8:30am to 4:30pm

Our key findings were:

• The practice appeared clean and well maintained.
• The provider had infection control procedures which reflected published guidance.
• Staff knew how to deal with emergencies. On the day of inspection there were some medical emergency equipment and supplemental doses of adrenaline missing. These were ordered, and evidence sent after the inspection.
• The practice had systems to help them manage risk to patients and staff.
• The provider had suitable safeguarding processes and staff knew their responsibilities for safeguarding vulnerable adults and children.
• The provider 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.
• Staff were providing preventive care and supporting patients to ensure better oral health.
• The appointment system took account of patients’ needs.
• The provider had effective leadership and culture of continuous improvement.
• Staff felt involved and supported and worked well as a team.
• The provider asked staff and patients for feedback about the services they provided.
• The provider dealt with complaints positively and efficiently.
• The provider had suitable information governance arrangements.

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

• Review the availability of supplemental doses of adrenaline.

As part of our inspection we spoke with three patients who used the practice and three members of staff. One patient told us they were very nervous about dental treatment and “dreaded having work done”. They said that “The whole manner of the dentist just put me at ease. They were so gentle. Really good”.

In response to a customer satisfaction survey carried out by the provider one patient said “I have always had excellent treatment”. Others commented “I am very satisfied with the treatment” and “It’s a friendly atmosphere and you are made to feel relaxed”.

The practice appeared clean and tidy throughout although the décor was tired in some areas. The provider had a number of infection control policies in place. These provided clear instruction for staff on processes such as decontamination of equipment.

Patients said that staff were “very helpful” and “very friendly”. One person commented that the practice was “a great dentists”. Another said “They are pretty good at giving early appointments. You don’t have to wait long”.

The practice had a policy and procedure in place regarding complaints.