We carried out an announced comprehensive inspection on 3 August 2015 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.

Heatherside Dental Practice is a general dental practice in Camberley, Surrey NHS services to children and private dental treatment to adults. The practice also offers domiciliary care to patients in their own homes if they are unable to visit the practice.

The premises consists of a waiting area adjacent to the reception desk and three treatment rooms (one of which is currently decommissioned). There is also a separate decontamination area.

The staff at the practice consist of the provider (a dentist), a practice manager, a dental hygienist, a dental nurse and a receptionist.

Our key findings were:

• There were effective systems in place to reduce the risk and spread of infection. We found the treatment room, decontamination room and equipment appeared very clean.

• There were systems in place to check all equipment had been serviced regularly, including the dental air compressor, autoclave, fire extinguishers, oxygen cylinder and the X-ray equipment.

• Staff demonstrated knowledge of the practice whistleblowing policy and were confident they would raise a concern about another staff member’s performance if it was necessary.

• At our visit we observed staff were kind, caring and put patients at their ease.

• We reviewed five comment cards that had been completed by patients. Common themes were patients felt they received very good service from a helpful and friendly practice team in a clean environment.

• There was an effective system in place to act on feedback received from patients and staff.

There were areas where the provider could make improvements and should:

• Review availability of equipment to manage medical emergencies giving due regard to guidelines issued by the Resuscitation Council (UK), and the General Dental Council (GDC) standards for the dental team.

• Establish a process to ensure adequate control, storage and disposal of dental materials.

• Ensure X-ray audits undertaken demonstrate a full process where findings are analysed and improvement actions identified, taken, recorded and monitored.

Three people who used the service told us that “they were provided with good information about the treatments and the cost of the different treatments”. They told us that they found the written information provided very helpful and informative. They said that “the staff were always polite and helpful”.

People told us their first visit was a consultation and examination visit where no treatment was carried out. They said the Dentist spent time discussing their dental health care needs and gave them options to consider before making any decisions. One person said “I had a full and thorough discussion regarding my medical and dental health and I had x-rays taken”.

All three people, with whom we spoke, said a range of treatment was discussed with them, but they made the choice of treatment they wanted.

People said that staff were good at discussing all their treatment options and they felt they had realistic expectations of the procedures they were having. They told us they were very confident in the abilities of the staff at the practice.

People told us that “the practice was comfortable and accommodating and that appointments were flexible to meet our needs”. They said on the rare occasions when they needed an urgent appointment they were seen on the same day. People told us the Dentist asked them questions about their medical health at each visit.

One person who used the practice said “I was given appropriate information and support regarding my care and treatment”.