We carried out this announced inspection on 25 May 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.

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

Crowthorne Dental Centre is in Crowthorne, Berkshire and provides NHS and private treatment to patients of all ages.

There is level access for people who use wheelchairs and those with pushchairs. Car parking spaces, including spaces for patients with disabled badges, are available at the practice.

The dental team includes four dentists, two dental nurses, one dental hygienist, two trainee nurses, two receptionists and a Practice Manager. The practice has one ground floor treatment room and two on the first floor.

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 Crowthorne Dental Centre was the practice manager.

We received feedback from 10 patients. This information gave us a positive view of the practice.

During the inspection we spoke with two dentists, a dental nurse, dental hygienist, 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 from 8am to 5pm on Monday, Tuesday, Wednesday and Friday and from 8am to 7pm on Thursday.

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 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 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.

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

• Review the practice's protocols for monitoring and recording the fridge temperature to ensure that medicines and dental care products are being stored in line with the manufacturer’s guidance.
• Review practice’s safeguarding policy and ensure it is surgery specific in terms of it’s content and contacts.

We spoke with three patients by telephone following our visit. They told us they were generally satisfied with the service provided and felt staff were courteous and professional. One person told us they had recommended the service to others and commented "I've never been too keen to go to the dentist, but at this practice, everyone is so kind and friendly. From the receptionist to the dentist they make me feel that I am important. They put me at ease".

People told us the dentists gave them details of the various treatment options and explained the different costs involved. They said the dentists provided written estimates. One person told us "They gave me an estimate and I went away and had time to think about what treatment to go for. No one pressured me one way or another". People told us they felt the practice gave them sufficient information to inform their decisions. Patients said they were encouraged to ask questions and the dentists explanations were detailed and easy to understand.

We found the provider met the outcomes we inspected and had systems in place to monitor their compliance. We saw consent was sought from people before treatment began. Peoples medical and health needs were fully assessed and documented. The practice was clean and hygienic and staff followed infection control procedures. Staff were supported by management and provided with appropriate training.