We carried out this announced inspection on 7 November 2017 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 Healthwatch that we were inspecting the practice. They did not provide any information which we took into account.

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 Graham Aird dental practice is in South Croydon and provides private treatment to patients of all ages.

There is level access for people who use wheelchairs and pushchairs. Car parking spaces, including one space for patients with disabled badges, are available near the practice.

The dental team includes a dentist, a dental nurse and a receptionist. The practice has one treatment room and a reception/ waiting area.

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 40 CQC comment cards filled in by patients. This information gave us a positive view of the practice.

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

The practice is open: Monday and Tuesdays from 8.30am to 3.00pm.

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 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.

During this inspection we spoke with the dentist, the practice manager, the dental nurse, the receptionist and four people who used the service.

All the people who used the service and who we spoke with told us that they had been coming to this dentist for many years. They all said it was the best practice they had been too. They told us that the dentist always explained what treatment was needed, the options for treatment and how much it would cost. One person said, “I feel fully informed and I am made to feel comfortable with the whole process”. Another person said “This practice is a very good practice. The dentist takes time to explain things to me, I hope he doesn’t retire any time soon”.

We found people’s records included detailed information about their treatment plans and they were securely locked away and not accessible to anyone who was not authorised access.

We found the practice had arrangements in place to deal with foreseeable emergencies. There were safeguarding policies that related to adults and children. People were protected from the risk of infection because appropriate guidance had been followed. We also found that there was an effective complaints system available.