We carried out an announced comprehensive inspection on 21 January 2016 to ask the practice the following key questions; Are services safe, effective, caring, responsive and well-led?

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

Crown Dental Surgery offers mainly NHS (approximately 95%) and private dental care services to patients of all ages. The services provided include preventative advice and treatment and routine and restorative dental care. The practice has three treatment rooms, two waiting areas, a reception area and a decontamination room. Treatment and waiting rooms are on the ground and first floor of the premises. There is wheelchair access to the two ground floor treatment rooms, one of which has a specialist dental chair adapted to meet the needs of patients with physical disabilities.

The practice has three dentists, a dental therapist, five qualified dental nurses and two dental nurse trainees; in addition to three receptionists. The practice is open Monday to Friday from 9.00am until 5.30pm and alternate Saturday mornings by arrangement.

We viewed 45 CQC comment cards that had been left for patients to complete, prior to our visit, about the services provided. In addition we spoke with seven patients on the day of our inspection. We reviewed patient feedback gathered by the practice through patient surveys and comments from the NHS Friends and Family Test. Feedback from patients was overwhelmingly positive about the care they received from the practice. They commented staff were caring and respectful and that they had confidence in the dental services provided. Patients told us they had no difficulties in arranging routine and emergency appointments and staff put them at ease and listened to their concerns.

Our key findings were:

• The practice carried out oral health assessments and planned treatment in line with current best practice guidance, for example from the Faculty of General Dental Practice (FGDP). Patient dental care records were detailed and clearly showed on-going monitoring of patients’ oral health.

• Patients commented they felt involved in their treatment and that it was fully explained to them.

• Staff were supported to maintain their continuing professional development (CPD), had undertaken training appropriate to their roles and told us they felt well supported to carry out their work.
• Patients were able to make routine and emergency appointments when needed. There were clear instructions for patients regarding out of hours care.
• The practice had well developed and effective clinical governance and risk management processes in place; including health and safety and the management of medical emergencies.

• The practice had a comprehensive system to monitor and continually improve the quality of the service; including through a detailed programme of clinical and non-clinical audits.
• The practice had an accessible and visible leadership team with clear means of sharing information with staff.

We spoke with four people to gain their views about the dental practice. People told us the staff were very polite and helpful and had a sensitive approach. People's comments included, "An excellent surgery", "A real family practice" and "You could not have better."

People told us they were very pleased with the standard of care and treatment they received. They said the staff were always reassuring and did their best to relieve any anxieties they had about their treatment. People said the staff made sure they received sufficient information about their treatment options, so they were able to make informed decisions about what treatments were best for them. A patient said, "The staff go over every step, so you know what they are doing." Another person told us that when they received their treatment they were never rushed and the staff carried out their treatment at a pace to suit them.

People told us the staff obtained their consent prior to commencing their treatment.

People said their appointment times were flexible to meet their needs and the staff arranged emergency appointments when needed. People said the staff provided lots of literature and advice about improving oral hygiene.

People told us the surgery was always clean.