We carried out this announced inspection on 28 September 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 Care Quality Commission (CQC) inspector who was supported by a specialist dental adviser.

We told the NHS England area team that we were inspecting the practice. They provided information which we took into account.

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

City Airport Dental Surgery is in Newham and provides NHS and private treatment to patients of all ages.

Limited car parking spaces are available near the practice.

The dental team includes two dentists, a dental nurse, a trainee dental nurse, a receptionist and a practice manager. The practice has two treatment rooms.

The practice is owned by a partnership 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 City Airport Dental Surgery was the practice manager.

On the day of inspection we received feedback from 22 patients. This information gave us a positive view of the practice.

During the inspection we spoke with one dentist, one dental nurse, the receptionist 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 9.00-18.00

Tuesday 8.30-17.30

Wednesday 8.30-17.30

Thursday 9.00-18.00

Friday 8.30-17.30

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.

We spoke to five people who used the service and three members of staff. Patients said, "the receptionist is great and the dentist very caring" and "they are very understanding and good with children."

We found that dentists discussed treatment options with patients and respected their wishes. Patients told us "staff are lovely, very polite" and that they felt respected. One patient said, “they are very understanding of my anxiety.”

Patients told us the treatment was effective. One patient said, “I am very happy and satisfied with the treatment.” We found that dentists assessed risks and needs before planning and delivering treatment. There were arrangements to deal with foreseeable emergencies.

Patients told us they felt safe when using the service. We found that staff were trained in safeguarding people from abuse and were familiar with how to recognise signs of abuse. The service had appropriate procedures for reporting suspected abuse.

We found the service had a number of audits, checks and procedures to safeguard against infection. Patients said cleanliness was "superb." The provider followed appropriate guidance for the cleaning, sterilising and storage of dental instruments.

Staff told us they felt supported by managers and we found evidence that staff were supported to access further qualifications and training.

The provider had an effective system to regularly assess and monitor the quality of service via audits and patient surveys.