We carried out an unannounced comprehensive inspection on 2 August 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

Dips Dental Surgery located in Palmers Green provides NHS and private dental treatment to patients of all ages.

Practice staffing consists of a principal dentist, seven associate dentists, one hygienist five dental nurses, two receptionists and a practice manager/associate dentist.

The principal dentist is registered with the Care Quality Commission (CQC) as an individual registered persons. Registered persons 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 practice is open Monday to Friday 9am to 6pm and Saturdays 9am to 1pm

The practice facilities include five treatment rooms, reception and waiting area and decontamination room.

Patients we spoke with were very positive about the care they received about the service. Patients told us that they were happy with the treatment and advice they had received.

Our key findings were:

• Staff had received safeguarding children and adults training and knew the processes to follow to raise any concerns. The practice had whistleblowing policies and procedure and staff were aware of these and their responsibilities to report any concerns.
• The practice ensured staff were trained and that they maintained the necessary skills and competence to support the needs of patients.
• There were systems in place to reduce the risk and spread of infection. Dental instruments were cleaned and sterilised in line with current guidance.
• There were sufficient numbers of suitably qualified staff to meet the needs of patients.
• There were systems in place to ensure that all equipment was maintained in line with manufacturer’s guidelines.
• Staff had been trained to handle medical emergencies, and appropriate medicines and life-saving equipment were readily available.
• Patients received clear explanations about their proposed treatment, costs, benefits and risks and were involved in making decisions about it.
• Patients were treated with dignity and respect and confidentiality was maintained.
• The appointment system met the needs of patients and waiting times were kept to a minimum.
• The practice had a procedure for handling and responding to complaints, which were displayed and available to patients.
• Governance systems were effective and there were a range of policies and procedures in place which underpinned the management of the practice. Clinical and non-clinical audits were carried out to monitor the quality of services.
• The practice sought feedback from staff and patients about the services they provided and acted on this to improve its services.

We spoke with four patients on the day of our visit and reviewed feedback provided by patients on completed satisfaction surveys. Patients were satisfied with the dental care and treatment provided. Treatment was explained to patients in a way they understood and they were clear, in advance, about the fees they would have to pay. A patient we spoke with in the surgery told us “pretty much everything is explained and I always feel I can ask questions if I need to.” Written comments received from patients by the service included “a good service, very pleased,” and “I was scared of dentists but this has restored my confidence.”

Effective systems for infection control were being implemented in the practice and dental instruments were decontaminated in a way that minimised the risk of infection. Equipment was maintained and serviced regularly and staff were trained how to use it safely and effectively. Patient and other records related to the management of the service were accurate and securely stored.