We carried out an announced comprehensive inspection on 1 November 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

E M Swanson Dental practice is a dental practice providing NHS and private treatment options for patients. The practice is located in premises in Strood Rochester.

The practice has three treatment rooms, which are on the ground floor.

The practice provides dental services to both adults and children. The practice provides private treatment. Services provided include general dentistry, dental hygiene, crowns and bridges, orthotropics and root canal treatment. Patients also have the option of private treatment options such as implants on referral.

The practice’s opening hours are – Monday 8.30am to 3pm with alternate evening appointments 4pm to 7pm, 5pm Tuesday 8.30am to 3pm, Wednesday – reception only, alternate Thursdays 5pm to 8pm, and alternate Friday 9am to 1pm.

Access for urgent treatment outside of opening hours is by telephoning the practice and following the instructions on the answerphone message or by telephoning the 111 NHS service.

The principal dentist/owner is registered with the Care Quality Commission (CQC) as an individual. Like registered providers, they are ‘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 has three dentists; two qualified dental nurses, one receptionist, and a hygienist.

We provided CQC comment cards prior to our inspection and reviewed feedback from 23 patients plus feedback that practice had received through surveys, comments and complaints.

Our key findings were:

• The practice was visibly clean and tidy.

• Records showed there were sufficient numbers of suitably qualified staff to meet the needs of patients.

• Patients at the practice gave mostly positive feedback about their experiences at the practice.

• The practice was well equipped.

• Dentists identified the different treatment options, and discussed these with patients.

• Patients’ confidentiality was maintained.

• The practice followed the relevant guidance from the Department of Health's: ‘Health Technical Memorandum 01-05 (HTM 01-05) for infection control with regard to cleaning and sterilising dental instruments. Apart from consistent use of the illuminated magnifying glass to ensure that all instruments were free of debris and undamaged.

• The practice had the necessary equipment for staff to deal with medical emergencies, and staff had been trained how to use that equipment. This included an automated external defibrillator, oxygen and emergency medicines.

We visited E.M Swanson Dental Practice to follow up a previous non-compliance regarding safeguarding children.

We found that the practice had put in measures to ensure child safety within the practice and made sure that staff understood their responsibility in reporting any suspicions of abuse they may see regarding visiting patients.

People told us that the dentist was good at explaining what course of treatment was required and the reasons why it was needed. “She explains everything”, one person told us.

People were very positive about the treatment and quality of service that they received. Everyone that we spoke to told us that they would recommend the dentist to other people. Comments included, “My nerves of the dentist have disappeared. I have no qualms about coming back. I come here because they are helpful and friendly”; and,” I would not go anywhere else. They are so understanding”.

People said that if they had any concerns that they felt confident to talk to the dentist. Information about how to make a complaint was made available. However, it did not include what to do if a person was not satisfied with how the practice handled their complaint, nor their rights to complain to an independent organisation.

Staff did not have access to all the information that they needed to ensure that they took the appropriate action to safeguard children.

There were effective systems in place to reduce the spread and risk of infection.

The practice had systems in place to make sure that the service assessed and monitored its delivery of care. This did not include regularly asking people who use the service for their views.