We carried out this announced inspection on 19 February 2019 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 not providing well-led care in accordance with the relevant regulations.

Background

Gencare Dental Clinic - Huddersfield 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 are available near the practice.

The dental team includes two dentists, two dental nurses, and a practice manager. The practice has two 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 Gencare Dental Clinic - Huddersfield is the operations manager.

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

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

The practice is open:

Monday, Tuesday, Thursday and Friday from 9:00am to 5:30pm

Wednesday from 9:00am to 6:30pm

Our key findings were:

• The practice appeared clean and well maintained.
• The provider had infection control procedures which reflected published guidance.
• Staff knew how to deal with emergencies. Appropriate medicines and life-saving equipment were available.
• Improvements could be made to the process for reporting significant events and managing the risks associated with carrying out the regulated activities.
• The provider had suitable safeguarding processes and staff knew their responsibilities for safeguarding vulnerable adults and children.
• Improvements could be made to the recruitment process and process for monitoring evidence of indemnity, GDC registration and training for staff.
• 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.
• Staff were providing preventive care and supporting patients to ensure better oral health.
• The appointment system took account of patients’ needs.
• Staff felt involved and supported and worked well as a team.
• The provider asked patients for feedback about the services they provided.
• The provider dealt with complaints positively and efficiently. Improvements could be made to the process for ensuring complaints are acknowledged in the time frame set out in the practice’s policy.
• The provider had suitable information governance arrangements.

We identified regulations the provider was not complying with. They must:

• Establish effective systems and processes to ensure good governance in accordance with the fundamental standards of care

Full details of the regulation the provider was not meeting is at the end of this report.

During the visit, we spoke with the practice manager, the compliance manager, the area manager, an associate dentist, a dental nurse and a receptionist. We also spoke with two people who used the service.

Patient records showed dentists discussed treatment options and associated costs with patients. Written or verbal consent was obtained prior to any treatment; this was confirmed by the two people we spoke with. One told us “”Everything is explained fully; they are really clear about everything” and the other said “I speak some English but I can speak in my own language with my dentist so I understand better.”

People told us the staff were very friendly, polite and respectful. They both told us they had never had to make a complaint and had no concerns about the practice.

All areas of the practice were clean and well-maintained. Staff used protective equipment such as gloves, masks and visors and patients wore eye protectors and an apron during treatments. The people we spoke with confirmed this and told us the practice looked very clean and hygienic.

Staff we spoke with told us the practice was a good place to work; they received appropriate training and felt well-supported. They also felt confident the service provided to patients was good. The people we spoke with confirmed this. One told us “My dentist is very good; they really look after me” and the other said “I am really happy with the care there; I am really happy with everything.