We carried out an announced comprehensive inspection on 5 November 2015 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

Elbow Lane Dental offers both NHS (approximately 50%) and private dental care services to patients of all ages. The services provided include preventative advice and treatment and routine and restorative dental care. Visiting specialists carry out dental implant procedures and provide conscious intravenous (IV) sedation for nervous patients. The practice has two principal dentists, six associate dentists and four qualified dental nurses; in addition to a practice manager, reception manager and two receptionists. Two self-employed part time hygienists provided treatment to both NHS and private patients attending the practice.

The practice has five treatment rooms, a large reception/waiting area and a decontamination room. Treatment and waiting rooms are on the ground floor of the premises. The practice is open on Monday and Friday from 9.00am until 6.00pm, Tuesday and Wednesday from 8.00am until 6.00pm and on Thursday from 9.00am until 7.00pm.

We viewed 45 CQC comment cards that had been left for patients to complete, prior to our visit, about the services provided. In addition we spoke with four patients on the day of our inspection. We reviewed patient feedback gathered by the practice through patient surveys and comments from the NHS Friends and Family Test. Feedback from patients was overwhelmingly positive about the care they received from the practice. They commented staff were caring and respectful and that they had confidence in the dental services provided. Patients told us they had no difficulties in arranging a convenient appointment and that staff put them at ease and listened to their concerns.

Our key findings were:

• There were systems in place to help ensure the safety of staff and patients including health and safety, infection prevention and control and the management of medical emergencies.

• The practice carried out oral health assessments and planned treatment in line with current best practice guidance, for example from the Faculty of General Dental Practice (FGDP). Patient dental care records were detailed and showed on-going monitoring of patients’ oral health.

• Patients commented they felt involved in their treatment and that it was fully explained to them.

• Patients were able to make routine and emergency appointments when needed. There were clear instructions for patients regarding out of hours care.

• The dental practice had effective clinical governance and risk management structures in place. There were systems to monitor and continually improve the quality of the service; including through a programme of clinical and non-clinical audits.

• There were clearly defined leadership roles within the practice and staff told us they felt well supported and comfortable to raise concerns or make suggestions.

We spoke with people told us that they were very happy with the service provided. They felt their dignity was maintained, their privacy protected and they were given enough information about their treatment options. The practice was clean and staff were knowledgeable and up to date with practice.

Some people we spoke with told us, “ I am very happy with the service I get from this practice” "They are very accommodating. I got a same day appointment in an emergency” “I have been a patient here for 15 years. Staff are brilliant and give an excellent service” and “I am a nervous patient. When I explain that, I am accommodated quicker to stop me worrying for longer.”