We carried out an announced comprehensive inspection on 14 February 2017 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

Dr Browns Dental Surgery is a dental practice providing general dental services on a NHS and private basis. The service is provided by one dentist (who is the provider). They are supported by two dental nurses and a receptionist.

The practice is located on a main road near local amenities and bus routes. There is wheelchair access to the practice (via a side entrance) and on-street car parking.

The premises consist of a waiting room, a reception area, one treatment room, a decontamination room and a disused laboratory on the ground floor. Toilet facilities are available for patients on the ground floor but these are not wheelchair-accessible. The first floor is for staff use only and comprises of a storage room, staff room, kitchen and toilet facilities. The practice opens between 9:30am and 5:30pm from Monday to Friday.

The provider is registered with the Care Quality Commission (CQC) as an individual. 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.

Twenty-three patients provided feedback about the practice. We looked at comment cards patients had completed prior to the inspection. Only two patients were booked on the day of our visit and we were unable to speak with them. Patients were unanimous in their praise of the practice and its staff. Patients were positive about their experience and they commented that staff were caring, warm and professional. Those that commented on cleanliness confirmed that the practice was always clean and hygienic. A number of patients commented that they had been patients at the practice for many years and would not want to go anywhere else.

Our key findings were:

• The practice was organised and appeared clean and tidy on the day of our visit. Many patients also commented that this was their experience.
• Patients were able to make routine and emergency appointments when needed and gave us positive feedback about the service they received.
• An infection prevention and control policy was in place. We saw the decontamination procedures followed recommended guidance.
• The practice had systems to assess and manage risks to patients, including health and safety, safeguarding, safe staff recruitment and the management of medical emergencies.
• Dental professionals provided treatment in accordance with current professional guidelines.
• Staff received training appropriate to their roles.
• There was appropriate equipment for staff to undertake their duties, and equipment was well maintained.
• The practice had a complaints system in place.
• Staff told us they felt well supported and comfortable to raise concerns or make suggestions.
• Practice meetings were used for shared learning.
• The practice demonstrated that they undertook audits in infection control, radiography and dental care record keeping; however, one of these was overdue.

There were areas where the provider could make improvements and should:

• Review the practice’s system for the 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 stocks of medicines and equipment and the system for identifying and disposing of expired stock.
• Review the practice's recruitment policy and procedures to ensure proof of identification are requested and recorded suitably.
• Review its audit protocols to ensure infection control audits are undertaken at regular intervals and where applicable learning points are documented and shared with all relevant staff.

The dental practice had one treatment room, employs one dentist, two nurses and a receptionist/ fully trained dental nurse.

During our inspection we spoke with the dentist and two nurses. We looked at the records for ten people using the practice and two staff files. We later spoke with ten people, about their experiences of using this service.

People told us that they were happy with the service provided and the treatment they had received.

One person told us, " I can't speak highly enough about them. They are extremely kind but always professional.”

People told us and we saw that staff were helpful and polite and treated people with dignity and respect.

We found that people had received the care and treatment they needed. People told us that they were informed about the treatment they needed and were given choices and options regarding this. One person said, "The dentist puts me at ease and always explains things to me before he starts.”

We found that people received care and treatment in a clean and hygienic environment.

People made positive remarks about the recent refurbishment work that had been undertaken at the practice to create a separate decontamination room in line with best practice.

We found that staff were trained and supported to deliver care and treatment safely and to an appropriate standard.

We saw that processes were in place to monitor the quality of the service provided and the satisfaction of the people who used it.