We carried out this announced inspection on 30 November 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 Care Quality Commission (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 us with any information.

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

Forest Dental Care is located in Walthamstow, in the London Borough of Waltham Forest. The practice provides predominantly NHS and some private dental treatments to patients of all ages.

The practice is located on the ground floor of a purpose adapted premises. The practice has two treatment rooms. The practice is conveniently located close to public transport links.

The dental team includes the principal dentist, four associate dentists, a foundation dentist, four qualified dental nurses (two of whom also undertake receptionist duties), two trainee dental nurses, two practice managers and a receptionist.

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.

We received feedback from 46 patients via CQC comment cards, speaking with patients and reviewing the comments made by eight patients who contacted us via CQC’s website. This information gave us a positive view of the practice.

During the inspection we spoke with the principal dentist, one associate dentist, two dental nurses, one receptionist and the practice managers. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open between 9am and 8pm on Mondays and between 9pm and 6pm on Tuesdays to Fridays. The practice offers late evening appointments and is open between 9am and 2pm on Saturdays and 10am to 3pm on Sundays for private dental appointments.

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 assess and 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 staff and patients for feedback about the services they provided.
• The practice had arrangements to deal with complaints positively and efficiently.

People who used the service told us that they were very happy with the friendly service they received at Forest Dental. One person we spoke to said that they are “the best dental team.” Another person described the service as “remarkable whilst another said the service was “brilliant.” We spoke to a family that were at the practice that day and they said “this is the best dental practice I have been to as it caters for the whole family.” All the people we spoke to had positive feedback about the care and treatment they received at Forest dental care.