We carried out this announced inspection on 1 February 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.

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

Croydon Orthodontics is in South Croydon and provides NHS and private treatment to patients of all ages.

There is level access for people who use wheelchairs and those with pushchairs via a portable ramp. Car parking spaces are available for patients in surrounding streets.

The dental team includes seven orthodontists, two assistant orthodontists, 10 orthodontic nurses, two orthodontic therapists,one practice manager, one project co-ordinator, three trainee nurses, one treatment co-ordinator, one welcome team co-ordinator, eight welcome team officers.

The practice is set out over four levels. Treatment rooms and patient waiting rooms are located on the first and second floor. The basement has a treatment consultation area, staff kitchen and equipment and plant room. The top floor is for administration purposes. The practice also has a decontamination room, an X-ray room and consultation areas.

The practice is owned by an individual who is the principal orthodontist 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 43 CQC comment cards filled in by patients. This information gave us a positive view of the practice.

During the inspection we spoke with two orthodontists, three orthodontic nurses, the treatment co-ordinator, two of the welcome team and the practice manager. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open: 8.00am to 6.00pm Monday to Fridays. In addition to this they open until 7.30pm on Tuesdays and once a month on a Saturday from 9.00am to 2.30pm.

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.

People who use the service told us that staff was always very friendly. They told us they were able to make appointments when they needed. They told us their privacy was always respected and the practice was always comfortable and clean and tidy.

One person told us they were very happy with the treatment their children had received at the practice. They told us that their children’s treatment was always explained to them.