We carried out an announced comprehensive inspection on 8 March 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

Signature Smiles Dental Practice Gobowen is part of a group of 14 dental practices and is a mixed dental practice providing mainly NHS and some private treatment for both adults and children. The practice is situated in a converted commercial property. The practice has two dental treatment rooms and a separate decontamination room for cleaning, sterilising and packing dental instruments. Dental care is provided on the ground floor with a reception and waiting area.

The practice is open between 8.30am and 5.30pm from Monday to Friday. The practice has two dentists who are supported by six dental nurses, two receptionists, a practice manager and two area managers.

One of the practice owners is 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 registered manager is supported in their role by the other practice owner and an area manager.

Before the inspection we sent Care Quality Commission comment cards to the practice for patients to complete to tell us about their experience of the practice. We received feedback from nine patients and an additional four patients on the day of our visit. These provided a positive view of the services the practice provides. Patients commented on the high quality of care provided by the dentists, the friendly nature of all staff and the cleanliness of the practice.

Our key findings were:

• The practice philosophy was to provide friendly patient centred care with an emphasis on the prevention of dental disease at all times.
• Staff had been trained to handle emergencies, appropriate medicines and life-saving equipment was readily available in accordance with current guidelines.
• The practice appeared clean and well maintained.
• Infection control procedures were in place and the practice followed published guidance.
• The practice had a safeguarding lead and processes in place for safeguarding adults and children living in vulnerable circumstances.
• Staff reported incidents and kept records of these which the practice used for shared learning.
• Dentists provided dental care in accordance with current professional and National Institute for Care Excellence (NICE) guidelines
• The service was aware of the needs of the local population and took these into account in how the practice was run.
• Patients could access treatment as well as urgent and emergency care when required.
• Staff recruitment files contained essential information in relation to Regulation 18, Schedule 3 of Health & Social Care Act 2008 (Regulated Activities) Regulations 2015.
• Staff had received training appropriate to their roles and were supported in their continued professional development by the practice manager.
• Staff we spoke to felt supported by the practice owner and area manager and were committed to providing a quality service to their patients.
• Information from nine completed Care Quality Commission (CQC) comment cards gave us a positive picture of a friendly and professional service.
• The practice owner and area manager provided effective leadership for staff working at the practice
• The practice reviewed and dealt with complaints according to their practice policy

People we spoke with talked highly of the dental practice. One person told us that their dentist was "Very professional" and commented on how friendly and flexible the practice was. They said, “All the staff are brilliant”. Another person said, “I am not so afraid to visit now”.

People confirmed that they had been involved in making decisions about their dental care and treatment options. They said they were given clear information about their treatment and the costs involved. There were arrangements in place to deal with emergency situations including training for all staff in medical emergencies and resuscitation.

People expressed satisfaction with the standard of cleanliness and hygiene. The practice had arrangements in place for the safe management of infection prevention. Staff had received training to reduce the risk of infection.

People told us the practice staff were welcoming and friendly. Dental nurses told us they were supported in their work. They said they were provided with opportunities to further develop their skills and knowledge in their work.

People had access to a complaints system. People we spoke with were aware of how to complain if they were unhappy with the service they had received. They told us they had no reason to complain with their service.