We carried out this announced inspection on 19 December 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 CQC inspector who was supported by a specialist dental adviser.

We told the NHS England area team and Healthwatch that we were inspecting the practice. They did not have any relevant information to share with us regarding this dental practice.

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

Guildhall Dental Care is situated in the centre of Lincoln. The practice provides mostly NHS (99%) dental treatment to patients of all ages.

The clinical areas are located on two floors with three treatment rooms, one of which is situated on the ground floor. There are two small steps into the practice and the ground floor treatment room has level access within the building. The practice is located in a pedestrian area and there is no car park at the practice. There is however a pay and display car park close to the practice.

The dental team includes: four dentists; three trainee dental nurses; two receptionist and an assistant practice manager.

The practice is owned by a partnership 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 the practice was one of the partners.

On the day of inspection we collected 13 completed CQC comment cards. This information gave us a positive view of the practice.

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

The practice opening hours are: Monday to Friday: 8:45 am to 6:15 pm.

Our key findings were:

• The practice was clean and well maintained.
• The practice had infection control procedures which followed published guidance.
• The practice asked staff and patients for feedback about the services they provided, and received positive feedback.
• Staff knew how to deal with emergencies. Appropriate medicines and life-saving equipment were available.
• The practice had systems to help them manage risks in the practice, particularly with regard to health and safety.
• The practice had suitable safeguarding processes. Staff had been trained and 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 measures to protect their privacy and personal information.
• The practice made efforts to meet patients needs by making information within the practice available in different formats and languages.
• Several staff spoke languages other than English.
• The practice completed regular audits and used the information to make improvements.
• The appointment system met patients’ needs.
• The practice held regular clinical meetings for dentists.
• The practice had effective leadership. Staff felt involved and supported and worked well as a team. 
• The practice dealt with complaints positively and efficiently.