We spoke with a dentist, practice manager, staff and patients waiting for treatment. We also spoke with people who had just received treatment from the dentist. This helped us to gain an overview of what people experienced using the practice.

Comments we received from patients were positive about the way they were treated by staff. They were satisfied with the care and support shown to them during the course of their treatment. People told us they found dentist and staff approachable and polite and felt relaxed when visiting the surgery.

Patients told us they were consulted throughout the treatment stages and all options were discussed with them. Patients confirmed they gave their consent to any treatment undertaken by the dentist. Comments included,

“This is the best dentist I have been to.”

“The dentist was good at explaining the options and making sure I agreed to the treatment.”

“Staff are always polite and have a knack of handling people who are anxious, which is what I am usually.”

“The surgery is always clean and hygienic.”

We carried out this announced inspection on 26 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 CQC inspector who was supported by a specialist dental adviser.

We told the NHS England Cheshire and Merseyside area team that we were inspecting the practice. We did not receive any information of concern from them.

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

Congleton Dental Centre Limited is in the centre of Congleton and provides dental care and treatment to adults and children on an NHS and privately funded basis. The practice also provides a dental sedation service.

There are steps at the front entrance to the practice. The provider has a portable ramp available to facilitate access to the practice for wheelchair users and for pushchairs. The practice has eight treatment rooms. Car parking is available near the practice.

The dental team includes two principal dentists, six associate dentists,two dental hygienists, eleven dental nurses, one of whom is a trainee, a receptionist / administration manager, a receptionist/accounts manager and five receptionists. The team is supported by a practice manager and a deputy practice manager.

The practice is owned by a company and as a condition of registration must have in place a person registered with the Care Quality Commission as the registered manager. Registered managers have a 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 is one of the principal dentists.

We received feedback from 40 people during the inspection about the services provided. The feedback provided was positive about the practice.

During the inspection we spoke to the principal dentists, two associate dentists, dental nurses, receptionists and the practice managers. We looked at practice policies, procedures and other records about how the service is managed.

The practice is open:

Monday, Tuesday and Thursday 8.30am to 5.30pm

Wednesday 8.30am to 5.00pm

Friday 8.30am to 4.30pm.

Our key findings were:

• The practice was clean and maintained to a high standard.
• The practice had infection control procedures in place which reflected published guidance.
• Staff knew how to deal with emergencies. Appropriate medical emergency medicines and equipment were available.
• The practice had robust systems in place to help them manage risk.
• The practice had safeguarding processes in place and staff knew their responsibilities for safeguarding adults and children.
• The practice had staff recruitment procedures in place.
• Staff provided patients’ care and treatment in line with current guidelines.
• The practice had a procedure in place for dealing with complaints.
• Staff treated patients with dignity and respect and took care to protect their privacy and personal information.
• The appointment system took patients’ needs into account. Dedicated emergency appointments were available.
• The practice had a leadership structure. Staff felt involved and supported and worked well as a team.
• The practice regularly asked patients and staff for feedback about the services they provided.