We carried out this announced inspection on 9 October 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 did not provide any information.

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

Coventry Road Dental Practice is in Small Heath, Birmingham and provides NHS and private treatment to patients of all ages.

There is level access for people who use wheelchairs and pushchairs. The practice does not have a car park but patients are able to park in local side roads.

The dental team includes 8 dentists (including the principal dentist), 7 dental nurses (including three trainee dental nurses), three receptionists and a practice manager. The practice has five treatment rooms, four on the ground floor and one on the first floor.

The practice is owned by an individual who is the principal dentist there. They have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the practice is run.

On the day of inspection we collected 45 CQC comment cards filled in by patients. This information gave us a positive view of the practice. We did not receive any negative feedback about the practice.

During the inspection we spoke with two 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:

Monday to Friday 9am to 1pm and 2pm to 5.30pm. The practice is also open on a Saturday from 9am to 1pm.

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 manager held the lead role for safeguarding at the practice.
• 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, 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.

Our visit was discussed and arranged with the practice a few days in advance. This was to ensure that we had time to see and speak to staff working at the practice, as well as people registered with the practice. We asked the staff at the practice to issue a questionnaire to some of the people who received a service. We received twenty nine completed questionnaires.

As part of our visit, we spoke with six people who were registered with the practice. We also spoke with two of the dentists and some of the other staff about working at the practice.

People that used the practice told us that they were happy with the quality of treatment received. They felt they were given enough information about their treatment options and were able to ask all the questions they wanted to. Their comments included:

‘I am told all details prior to treatment.’

‘They are welcoming, friendly and always professional.’

‘Good dental care.’

People who were very nervous about going to the dentist told us that the staff were very patient with them. Staff reassured them throughout their treatment, putting them at ease.

People had mixed views about the amount of time they were kept waiting for their appointments. Some people told us waiting time was reasonable others said they had to wait a long time.

People told us that the practice was clean and tidy and that they had no concerns about hygiene.