We carried out this announced inspection on 7 March 2019 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

Dr Catherine Holmes Dental Practice is in Chelmsford, Essex and provides private treatment to adults and children.

There is step access with the use of a portable ramp for people who use wheelchairs and those with pushchairs. Car parking spaces, are available outside the practice.

The dental team includes two dentists (the associate dentist was on maternity leave at the time of our inspection), two dental nurses, and one receptionist. The practice has two treatment rooms.

The practice is owned by an individual who is the principal dentist 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 34 CQC comment cards filled in by patients, we spoke with one patient and received 17 CQC share your experience notifications from other patients.

During the inspection we spoke with one dentist, one dental nurse and the receptionist. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open: Tuesday, Wednesday and Thursday from9am to 3pm.

Our key findings were:

• Staff knew how to deal with emergencies and appropriate medicines and life-saving equipment were available.
• The practice had suitable safeguarding processes and staff knew their responsibilities for safeguarding vulnerable adults and children.
• Patients’ needs were assessed and care was planned and delivered in line with current best practice guidance from the National Institute for Health and Care Excellence (NICE) and other published guidance.
• Patients received their care and treatment from well supported staff, who enjoyed their work.
• Members of the dental team were up-to-date with their continuing professional development and were supported to meet the requirements of their professional registration.
• The practice provided good preventive care and supported patients to ensure better oral health.
• Staff treated patients with dignity and respect and took care to protect their privacy and personal information.
• The practice took patients’ complaints seriously and responded to them appropriately to improve the quality of care.
• The practice had effective leadership and a culture of continuous audit and improvement.

The practice was closed at the time of our visit and therefore we did not have the opportunity to speak with patients.

However we saw compliment letters received from patients in the three months before our visit all of which expressed a high level of satisfaction with the service and treatment received.

One letter we saw gave praise and thanks in regard to the attention received by a patient who had Parkinson’s disease and mobility problems. It said that patience and courtesy was always given and consideration in regard to arranging appointments around drug regime.

Another letter said that excellent emergency treatment was gratefully received on a Sunday.

Other letters included comments such as ‘Treatment provided with skill and efficiency’ and ‘exceptional service’.

We also saw patient satisfaction surveys which also contained positive comments such as:

‘I have been coming to this practice for nearly 25 years, all the staff are very nice. I now bring my children who are all very well looked after.’

A new patient commented that they received an excellent service, the premises were comfortable and exceptionally clean, the staff made them feel very comfortable and provided good communication and the treatment exceeded expectations.

Other comments included: ‘Everyone, as always, friendly, helpful and professional’ and

‘The practice provides a relaxing and tranquil atmosphere.’