We carried out this announced inspection on 10 May 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

Clements Road Dental Practice is in Ilford in the Borough of Redbridge and provides predominantly NHS and some private treatment to patients of all ages.

There is level access for people who use wheelchairs and pushchairs, two treatment rooms located on the ground floor and disabled access toilet facilities. Car parking spaces are available nearby, including two for patients with disabled badges at the front of the practice.

The dental team includes two dentist partners and four associate dentists, seven dental nurses, one dental hygienists, a practice manager and two receptionist. The practice has four 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 Clements Road Dental Practice was the one of the dentist partners.

On the day of inspection we collected 42 CQC comment cards filled in by patients and spoke with two other patients. This information gave us a very positive view of the practice.

During the inspection we spoke with three dentists, two dental nurses, 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 between 9am and 5pm on Mondays to Thursdays and from 9am to 2pm on Fridays. Additional emergency appointments are available each day to meet additional needs of patients as a result of dental practice closures in the local area.

Our key findings were:

• The practice was clean and well maintained.
• The practice had infection control procedures which reflected published guidance and these were regularly audited to ensure their effectiveness.
• Staff were trained in basic life support and 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 which were followed when employing new staff.
• 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 told us that they were treated with respect by staff at the service. One person said “yes they are very nice, I feel I am treated well”. People also told us that treatment options and costs were explained to them. Most files showed that treatment plans and medical histories were in place.

We found that the service was clean, and that suitable arrangements were in place for the cleaning and sterilising of dental equipment.

People told us they were happy with the service and that different treatment options were fully explained to them.