We carried out this announced inspection on 10 May 2018 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

Ferring Dental Practice is in Ferring, West Sussex and provides NHS and private treatment to adults and children.

There is level access for people who use wheelchairs and those with pushchairs. Car parking spaces for blue badge holders are available outside of the practice along with ample free parking.

The dental team includes three dentists, one dental hygienist, five dental nurses, an operations manager, a business development manager, a company secretary and two receptionists. The practice has three treatment rooms.

The practice is owned by a company 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 Ferring Dental Practice was the principal dentist.

On the day of inspection we collected 94 CQC comment cards filled in by patients.

During the inspection we spoke with three dentists, one dental nurse, one dental hygienist, one receptionist, the operations manager and business development manager. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open:

• Monday to Thursday from 8.30am to 5.30pm
• Friday from 8.30am to 5pm
• Saturday 9am to 4.30pm by appointment only

Our key findings were:

• The practice appeared 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 staff 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 practice was providing preventive care and supporting patients to ensure better oral health.
• The appointment system met patients’ needs.
• The practice had effective leadership and a culture of continuous improvement.
• 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 staff dealt with complaints positively and efficiently.
• The practice staff had suitable information governance arrangements.

We spoke with two people who were using the service at the time of our inspection. Both said they were very happy with the practice. They said that they were involved in decisions about their care, given clear information about the treatment options available to them and gave consent accordingly. All treatment prices were fully explained. They said that the dentist checked their medical histories at each visit. They said they would recommend the practice to others.

We also looked at patient satisfaction survey results, which revealed a high rate of satisfaction with the care people received at Ferring Dental Practice. We observed excellent customer service taking place, with staff treating people with respect and warmth.