We spoke with people who received a service and they told us that they were more than satisfied with the service and treatment that they received.

Everyone we spoke with confirmed that they had been involved in making decisions about their dental care and treatment options. They said they were given clear information about their treatment and the costs involved. One person told us, “They explain everything very well”.

People told us that their privacy and dignity was maintained and that they felt safe and relaxed in the surgery. We saw that staff were courteous and polite.

People said that staff were, ”Excellent”. Staff told us they were well supported in their work. They told us about regular training opportunities.

We saw arrangements in place to deal with emergency situations including training for staff in medical emergencies and resuscitation.

People told us that they were confident that the environment was always well maintained and that all instruments used were clean and sterile. The practice had effective procedures in place for the management of infection control. Staff had received training to reduce the risk of infection.

We saw the complaints procedure. People we spoke with were not aware of the formal complaints process but all said that they would be confident to speak with any of the staff if they had a worry or concern. Information was available should people want to make a complaint

We carried out this announced inspection on 29 May 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.

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

Dawley Dental Practice is in Telford and provides NHS and private treatment to adults and children.

There is level access for people who use wheelchairs and those with pushchairs. Car parking spaces are available near the practice.

The dental team includes six dentists, seven dental nurses, two dental hygienists, one dental hygiene therapist, one practice manager and two receptionists. The practice has 7 treatment rooms.

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 Dawley Dental Practice was the principal dentist.

On the day of inspection, we collected 33 CQC comment cards filled in by patients.

During the inspection we spoke with two dentists, three dental nurses, one 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:

Our key findings were:

• The practice appeared clean and well maintained.
• The practice had infection control procedures which reflected published guidance. Some improvements were required with the testing of equipment but these were promptly resolved.
• Staff knew how to deal with emergencies. Appropriate medicines and life-saving equipment were available.
• The practice had systems to help them manage risk. Improvements were required in some areas and these issues were resolved promptly.
• The practice staff had suitable safeguarding processes and staff knew their responsibilities for safeguarding adults and children.
• The practice had staff recruitment procedures. The processes were not always consistent.
• 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 practice was providing preventive care and supporting patients to ensure better oral health.
• The appointment system met patients’ needs.
• The practice had effective leadership and culture of continuous improvement.
• Staff felt involved and supported and worked well as a team.
• The practice asked staff and patients for feedback about the services they provided.
• Staff dealt with complaints positively and efficiently.
• The practice staff had suitable information governance arrangements.

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

• Review the current Legionella risk assessment and implement the required actions including the monitoring and recording of water temperatures.
• Review the systems for checking and monitoring equipment taking into account current national guidance and ensure that all equipment is well maintained.
• Review the practice’s protocols for recording in the patients’ dental care records or elsewhere the reason for taking the X-ray and quality of the X-ray ensuring compliance with the Ionising Radiation (Medical Exposure) Regulations (IRMER) 2000.
• Review the practice’s system for recording, investigating and reviewing incidents or significant events with a view to preventing further occurrences and ensuring that improvements are made as a result.
• Review the practice's recruitment policy and procedures to ensure accurate, complete and detailed records are maintained for all staff.