We carried out this announced inspection on 30 May 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.

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

Eastbourne Dental Clinic is in Eastbourne and provides NHS and private treatment to patients of all ages.

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

The dental team includes four dentists, four dental nurses (three of whom are trainees), one receptionist and a practice manager. The practice has four treatment rooms.

The practice is owned by a partnership and as a condition of registration must have a person registered with the Care Quality Commission as the registered manager. Registered managers 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 registered manager at Eastbourne Dental Clinic was the principal dentist.

On the day of inspection we collected 22 CQC comment cards filled in by patients. This information gave us a positive view of the practice.

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

The practice is open:

Mondays to Fridays 9.00am until 6.00pm

Saturdays 9.00am until 1.00pm

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 thorough 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 patients for feedback about the services they provided.
• The practice dealt with complaints positively and efficiently.

There were areas where the provider could make improvements. They should:

• Review the practice's protocols for completion of dental care records taking into account guidance provided by the Faculty of General Dental Practice regarding clinical examinations and record keeping.

We spoke with three patients who used the service. They were all happy with the care and treatment they received and the way in which it was delivered. One patient told us, "They're the best, they really are. I have complete faith in them".

We saw before patients received any care or treatment they were asked for their consent and the provider acted in accordance with their wishes. We noted patients' verbal and written consent was obtained before care and treatment was undertaken. Patients' views and experiences were taken into account in the way the service was provided and delivered in relation to their treatment. Patients who use the service were protected from the risk of abuse, because the practice had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening.

The care and treatment we saw was safe and appropriate. Care and treatment was planned and delivered in a way that was intended to ensure patients' safety and welfare. There were arrangements and equipment in place to deal with medical emergencies. We saw there were effective systems in place to reduce the risk and spread of infection. We also found systems were in place for patients and relatives to make a complaint about the service if necessary.

People told us that they had been fully involved in discussions with the dentist about the treatments available to them and any costs involved.

People felt that their privacy and dignity was respected by all staff who worked at the practice with appropriate time available for private consultation.

People told us that they were happy with their treatment and that the appointment system met their needs.

Everyone spoken with said that the practice was very clean and told us that staff wore protective clothing.