We carried out this announced inspection on 10 August 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.

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

Clocktower Dental is in the Royal Borough of Greenwich and provides NHS and private treatment to patients of all ages.

Access to the practice was via a staircase. Car parking spaces, including spaces for patients with disabled badges, are available near the practice.

The dental team includes three dentists, three dental nurses, one trainee dental nurse, one dental nurse/receptionist and two receptionists. The practice has three 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. At the time of the inspection the practice did not have a registered manager in post, however they were in the process of applying for registration for a prospective manager.

On the day of inspection we collected 52 CQC comment cards filled in by patients and spoke with five other patients. This information gave us a positive view of the practice.

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

The practice is open:

Monday and Wednesday 8.00am - 4.30pm

Tuesday 8.00am - 7.00pm

Thursday 8.00am - 8.00pm

Friday and Saturday 8.00am - 1.00pm

The practice is closed between 12.30pm and 1.00pm Monday to Thursday.

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 two people who use the service. One told us they had been using the service for two years and was very happy with the treatment received. "They're so kind and gentle" she told us.

Another person told us they had been using the service for six years and was also happy with the service. We were told that staff always wore gloves, masks and goggles. The person said that she was always given information about her treatment and any fees incurred and told us "I would recommend this practice".

We also saw letters from care homes thanking the provider for his excellent and professional service to their residents.

We found the staff to be friendly and welcoming and efficient at their work. The telephone was answered promptly and patients arriving at reception were greeted warmly and their requests dealt with accuracy.