We carried out an announced comprehensive inspection on 13 December 2016 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

Forest Ray Dental Practice located in Holborn London, provides private dental treatment to mainly adult patients

Practice staffing consists of seven dentists, one implantologist, two orthodontists, two dental nurses, two trainee dental nurses, one receptionist, three patient co-ordinators, two treatment co-ordinators, one finance administrator, a human resource manager, a business manager, a brand manager and a practice manager/registered manager

At the tiem of the inspection the practice manager was in the process of registering as the registered manager. A registered manager is a person who is registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons 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 practice is open seven days a weeks from 8am to 10pm

The practice facilities include two treatment rooms, a reception and waiting area, decontamination room, one patient consultation room, office and staff room/kitchen.

Nine patients provided feedback about the service. Patients we spoke with and those who completed comment cards were very positive about the care they received about the service. Patients told us that they were happy with the treatment and advice they had received.

Our key findings were:

• Equipment, such as the autoclaves, fire extinguishers, and X-ray equipment had all been checked for effectiveness and had been regularly serviced.
• Patients were treated with dignity and respect and confidentiality was maintained.
• Patients received clear explanations about their proposed treatment, costs, benefits and risks and were involved in making decisions about it.
• Staff had received safeguarding children and adults training and knew the processes to follow to raise any concerns. The practice had whistleblowing policies and procedure and staff were aware of these and their responsibilities to report any concerns.
• The practice had a procedure for handling and responding to complaints, which were displayed and available to patients.
• Patients’ needs were assessed and care was planned in line with current guidance such as from the National Institute for Health and Care Excellence (NICE).
• There were systems in place to reduce the risk and spread of infection. Dental instruments were cleaned and sterilised in line with current guidance.

• Governance systems were effective and there were a range of policies and procedures in place which underpinned the management of the practice. Clinical audits were carried out to monitor the quality of services.

• The practice sought feedback from patients about the services they provided and acted on this to improve its services.
• Staff had been trained to handle medical emergencies, and appropriate medicines and life-saving equipment were readily available.

Patients told us that they were happy with the service provided by the practice. They found the surgery clean and told us that staff were always “polite and helpful.”

Patients were provided with clear information on how much they were required to pay for their treatment and what service would be provided for the fee paid.

People's needs were assessed and treatment was planned and delivered in line with their individual treatment plan. Patients told us that staff explained what the treatment options were and that they were provided with suitable information regarding the medical procedures.

Patients told us they were happy with the cleanliness. We found the practice clean and that staff were aware of the infection control procedures.

Staff were suitably qualified and competent. People who use the service told us that they felt staff had suitable knowledge.

Staff members said they felt supported by the provider to do their job and to acquire further skills and qualifications that are relevant to the work they undertake.

The provider had a complaints policy and procedure in place and people's comments were listened to and acted on effectively.