We carried out this announced inspection on 24 April 2019 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

Cottam and Cottam Dental Practice is in Harborne and provides NHS and private treatment to adults and children. The practice is part of Rodericks Dental Limited, a large corporate group which had a support centre located in Northampton where support teams including human resources, IT, finance, health and safety, learning and development, clinical support and patient support services were based. These teams supported and offered expert advice and updates to the practice when required.

The services at this location are provided under two Care Quality Commission registered providers who operate through the same parent organisation (Rodericks Dental Limited). This report only relates to the provision of general dental care provided by Cottam and Cottam Dental Practice (Rodericks Dental Limited). An additional report is available in respect of the general dental care services which are registered under Cottam and Cottam Dental Practice.

There is ramped access for people who use wheelchairs and those with pushchairs. Car parking spaces, including those for blue badge holders, are available near the practice.

The dental team includes nine dentists, four dental nurses, three dental hygienists two receptionists, who are also registered dental nurses, and a practice manager. The practice has four treatment rooms.

The practice is owned by an organisation 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 Cottam and Cottam dental practice is the practice manager.

On the day of inspection we received feedback from eleven patients.

During the inspection we spoke with one dentist, one dental nurse, one receptionist, the practice manager and a compliance manager employed by Rodericks Dental Limited. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open: Monday from 8am to 5.30pm, Tuesday to Thursday from 8am to 6pm, Friday from 8am to 3pm and Saturday from 9am to 12pm and from 1pm to 6pm.

Our key findings were:

• The practice appeared clean and well maintained.
• The provider had infection control procedures which reflected published guidance.
• Staff knew how to deal with emergencies. Appropriate medicines and life-saving equipment were available. Checks were in place to make sure these were within their expiry date.
• The practice had systems to help them manage risk to patients and staff.
• The provider had suitable safeguarding processes and staff knew their responsibilities for safeguarding vulnerable adults and children.
• The provider had thorough staff recruitment procedures. Support was provided by staff at head office.
• 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.
• Staff were providing preventive care and supporting patients to ensure better oral health.
• The appointment system took account of patients’ needs. Reception staff were helpful and accommodating.
• The provider had effective leadership and culture of continuous improvement. Support was provided when needed by management staff at head office.
• Staff felt involved and supported and worked well as a team. Staff said that they were proud to work at the practice.
• The provider asked staff and patients for feedback about the services they provided.
• The provider dealt with complaints positively and efficiently.
• The provider had suitable information governance arrangements.

There were areas where the provider could make improvements. They should:

• Review the practice's protocols for completion of dental care records taking into account the guidance provided by the Faculty of General Dental Practice.

• Review the practice’s protocols to ensure audits of radiography are undertaken at regular intervals to improve the quality of the service. The practice should also ensure that, where appropriate, audits have documented learning points and the resulting improvements can be demonstrated.