We carried out an announced comprehensive inspection on 22 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

Hill street Dental Practice, part of a corporate dental body, is a mixed dental practice providing mainly NHS and some private treatment for both adults and children. The practice is situated in a health and well-being medical centre. The practice had three dental treatment rooms and a separate decontamination room for cleaning, sterilising and packing dental instruments. Dental care was provided on ground floor accommodation with a reception and waiting area.

The practice is open 8:30am to 5:30pm Monday to Friday. The practice has four dentists who are supported by five dental nurses and a receptionist. The practice also has a dental hygienist who works one day per week.

The area manager is the registered manager. A registered manager is a person who is registered with the Care Quality Commission (CQC) 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 by a practice manager who is also a qualified dental nurse.

Before the inspection we sent Care Quality Commission (CQC) comment cards to the practice for patients to complete to tell us about their experience of the practice. We received feedback from 12 patients. These provided a completely positive view of the services the practice provides. All of the patients commented that the quality of care was very good.

Our key findings were:

• The practice ethos was to provide patient centred care.
• The practice benefitted from an empowered practice manager who provided robust leadership within the practice and was supported by an equally empowered area manager.
• Staff had been trained to handle emergencies and appropriate medicines together with life-saving equipment was readily available in accordance with current guidelines.
• The practice was visibly clean and well maintained.
• Infection control procedures were robust and the practice followed published guidance.
• The practice had a dedicated safeguarding lead with effective safeguarding processes in place for safeguarding adults and children.
• The service was aware of the needs of the local population and took those these into account in how the practice was run.
• Patients could access treatment and urgent and emergency care when required.
• Staff reported incidents and kept records of these which the practice used for shared learning.
• The practice had enough staff to deliver the service.
• Staff recruitment files were well organised and complete.
• Staff had received training appropriate to their roles and were supported in their continued professional development (CPD).
• Staff we spoke with felt well supported by the practice manager and were committed to providing a quality service to their patients.
• Information from 12 completed Care Quality Commission (CQC) comment cards gave us a completely positive picture of a friendly, professional service.
• The practice had received very few complaints.
• The practice had a rolling programme of clinical and non-clinical audit in place.

Our inspection was arranged with the staff at the practice one day in advance. This was to ensure that we had time to see and speak with staff working at the practice, as well as people registered with the practice.

During the inspection we spoke with the practice manager, area manager, a receptionist and a dental nurse trainer. We looked at policies and procedures, audits, satisfaction surveys and computer patient records and staff files including training information. Whilst at the dental practice we spoke with one person who was registered with the service. We telephoned three people after our visit to ask for their views of this dental practice. Everyone we spoke with was happy with the treatment received. One person said, "The dentist is very good at putting you at ease". People told us that they did not have to wait to be seen at their appointments and said that staff were friendly and helpful.

Patient records showed details of consultations held and treatment received. We were told that advice was given regarding health issues such as alcohol and smoking and about oral care.

We saw that the surgery was clean. People told us that the surgery was, "Spotless". Infection control practices helped to reduce the risk of cross infection.

Arrangements were in place to monitor the quality of care. This helped to ensure that patients received a high standard of treatment.