We carried out this announced inspection on 15 March 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 the NHS England area team that we were inspecting the practice. They did not provide any information about this practice.

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

Elmhurst Dental Practice is in Harbourne, Birmingham and provides NHS and private treatment to patients of all ages.

There is ramped access to the practice from the rear car park for people who use wheelchairs and pushchairs. Car parking spaces are available at the rear of the practice.

The dental team includes three dentists, three dental nurses, two dental hygienists, a practice manager (who is also a registered dental nurse) and two receptionists (one is also a registered dental nurse). The practice has five 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 33 CQC comment cards filled in by patients and spoke with one other patient. This information gave us a positive view of the practice.

During the inspection we spoke with two dentists, three dental nurses (including the practice manager), one dental hygienist and one receptionist. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open: 9am to 5.30pm Monday, Wednesday and Thursday, 9am to 5pm Friday with late night opening on Tuesday from 9am to 7pm.

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 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.

Our visit was discussed and arranged with the practice a week in advance. This was to ensure that we had time to see and speak to staff working at the practice, as well as people registered with the practice. We asked the staff at the practice to issue a questionnaire to some of the people who received a service. We received thirty four completed questionnaires.

As part of our visit, we spoke with five people who were registered with the practice. We also spoke with the dentist and their staff about working at the practice.

People that used the practice told us that they were happy with the quality of treatment received. They felt they were given enough information about their treatment options and were able to ask all the questions they wanted to. Their comments included:

‘Dentist always explains treatment thoroughly.’

‘Efficient, friendly, professional.’

‘I like the way the dentist tells me what he is doing every step of the way so there are no nasty surprises.’

People who were very nervous about going to the dentist told us that the staff were very patient with them. Staff reassured them throughout their treatment, putting them at ease.

People told us that the practice was clean and tidy and that they had no concerns about hygiene.