We carried out this announced inspection on 28 November 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 Care Quality Commission (CQC) inspector who was supported by a specialist dental adviser.

We told the NHS England area team that we were inspecting the practice. They did not provide any information which we took into account.

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

Hook Lane Dental Care is in Welling in the London borough of Bexley. The practice provides NHS and private treatment to patients of all ages.

There is level access for people who use wheelchairs and those with pushchairs. Limited car parking spaces, including those for patients with disabled badges, are available on the practice’s forecourt and near the practice.

The dental team includes seven dentists, two senior qualified dental nurses, five qualified dental nurses, two dental hygienists (who are also qualified as dental therapists), a decontamination assistant, a practice manager, an assistant practice manager and two receptionists.

The practice is owned by a company 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 managers at Hook Lane Dental Care were the principal dentist and the practice manager.

On the day of the inspection we obtained feedback from 18 patients. This information gave us a positive view of the practice.

During the inspection we spoke with two dentists, five dental nurses, a receptionist, the practice manager and the assistant practice manager. We checked practice policies and procedures and other records about how the service is managed.

The practice is open at the following times:

Monday-Thursday: 9.30am – 1.30pm, 2.30pm – 6pm

Friday: 9.30am – 3pm, 2.30pm – 5pm

Our key findings were:

• The practice was clean and well maintained.
• The practice had infection control procedures which reflected published guidance.
• Staff knew how to deal with emergencies. Appropriate medicines and life-saving equipment were available.
• The practice had systems to help them manage risk.
• The practice had suitable safeguarding processes and staff 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 care to protect their privacy and personal information.
• The appointment system met patients’ needs.
• The practice had effective leadership. 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.