We carried out this announced inspection on 31 July 2018 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 providing well-led care in accordance with the relevant regulations.

Background

Hencotes dental practice is in Hexham, Northumberland and provides NHS and private treatment to adults and children.

There is a step in front of the practice; a portable ramp is available to aid people who require it, including those who use wheelchairs and those with pushchairs. Car parking spaces are available a short walk away from the practice.

The dental team includes the principal dentist, six associate dentists, eight dental nurses (of whom four are trainees), two dental hygienists and three receptionists. The principal dentist owns three sister practices nearby and an administration manager and clinical manager oversee the management of all four practices. The practice has four treatment rooms, two of which are on the ground floor.

The practice is owned by an individual who is the principal dentist there. They have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the practice is run.

On the day of inspection, we collected 16 CQC comment cards filled in by patients.

During the inspection we spoke with two dentists, three dental nurses, a dental hygienist, two receptionists, the administration manager and the clinical manager.

We looked at practice policies and procedures and other records about how the service is managed.

The practice is open:

Monday to Wednesday 9am to 5.30pm

Thursday 9am to 7.15pm

Friday 9am to 430pm

Saturday: monthly 0845am to 1pm.

Our key findings were:

• The practice appeared clean and well maintained.
• The practice had infection control procedures which reflected published guidance.
• Staff knew how to deal with medical emergencies. Appropriate medicines and life-saving equipment were available.
• The provider had systems to help them manage risk.
• The practice had suitable safeguarding processes and staff knew their responsibilities for safeguarding adults and children.
• 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.
• The practice provides preventive care and support to patients to ensure better oral health.
• The appointment system met patients’ needs.
• The practice had effective leadership and a culture of continuous improvement.
• The practice had suitable information governance arrangements.
• Staff felt involved and supported and worked well as a team.
• The practice asked staff and patients for feedback about the services they provided.
• The practice dealt with complaints positively and efficiently.
• The provider had staff recruitment procedures; these required reviewing.

There were areas where the provider could make improvements. They should:

• Review the practice's recruitment procedures to ensure they are in line with the practice’s policy and maintain accurate, complete and detailed employment records for all staff.

We spoke with three people to find out their opinions of the service they received. One person said, “I was so scared of the dentist until I came here, they make me feel at ease.”

People told us they were involved in planning their treatment and they were given information and possible treatment options.

We found that care and treatment was planned and delivered in a way that was intended to ensure people’s safety and welfare.

We saw that the provider had a safeguarding policy in place which detailed the actions to be taken should staff have concerns about care, or a safeguarding matter had arisen. One staff member said, “We have had lots of training in safeguarding and we discuss it in meetings to keep us all up to date.”

Appropriate checks were undertaken before staff began work.

Staff informed us they were appropriately trained and supported in their role.

We confirmed the provider had detailed and effective quality monitoring processes in place.