We spoke with two people who had received treatment at the practice. They expressed a high degree of satisfaction with the care they received. Comments included "The dentist is wonderful" , "I am happy this practice is local to me" and "Athough it is expensive, it is worth it." The dentist and his staff made people feel at ease, and gave them sufficient information to enable them to make informed decisions.

Each person we spoke with told us that information regarding costs and alternative treatment plans had been provided for them at the consultation, and also to take away. There was a fee schedule clearly on display in the waiting area. We found the service had arrangements in place to provide the care and treatment people required.

The practice had procedures in place to protect people from the risk of abuse. Staff had received appropriate training and were supported to carry out their duties. The practice monitored the quality of their service by undertaking regular practice audits and patient surveys. Appropriate changes were implemented if required.

We carried out this announced inspection on 21 June 2018 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

Conway House Dental Practice is in High Wycombe and provides private treatment to patients of all ages.

The practice is currently undergoing major improvement work which the provider told us they hoped would be complete by the autumn 2018. We noted that patient care and attention is at the forefront during building works.

There is level access, via a portable ramp, for people who use wheelchairs and those with pushchairs. Car parking spaces, including a space for blue badge holders, are available at the front of the practice. We noted that a disabled person’s marked bay was planned as part of the improvement works.

The dental team includes six dentists, an oral surgeon, anaesthetist, two dental nurses, two trainee dental nurses, four dental hygienists, two receptionists and a practice manager. The practice has three treatment rooms.

The practice is owned by a company 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 Conway House Dental Practice is the principal dentist.

On the day of inspection we collected 14 CQC comment cards filled in by patients and obtained the views of 12 other patients.

During the inspection we spoke with three dentists, one dental nurse, one 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 8am to 5pm Monday, Tuesday and Thursday, 9am to 6pm Wednesday, 8am to 2pm Friday and 9am to 2pm on Saturday.

Our key findings were:

• The practice appeared 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 practice was providing preventive care and supporting patients to ensure better oral health.
• The appointment system met patients’ needs.
• The practice had effective leadership and culture of continuous improvement.
• 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.
• The practice had suitable information governance arrangements.