We carried out an announced comprehensive inspection on 10 May 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

Hornchurch Dentalcare located in Hornchurch provides NHS and private dental treatment to patients of all ages.

Practice staffing consists of two dentists, two dental nurses and three receptionists.

The principal dentist is registered with the Care Quality Commission (CQC) as an individual. 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 practice is open Monday 7am to 5pm, Tuesday 8am to 4.30pm, Wednesday 8am to 5pm, Thursday 7am to 7pm, Friday 7am to 1pm and occasional Saturdays 7am to 11am

The practice facilities include three treatment rooms, reception and waiting area, two offices and a staff room/kitchen.

56 patients provided feedback about the service. Patients we spoke with and those who completed comment cards were very positive about the care they received about the service. Patients told us that they were happy with the treatment and advice they had received.

Our key findings were:

• Staff had received safeguarding children and adults training and knew the processes to follow to raise any concerns. The practice had whistleblowing policies and procedure and staff were aware of these and their responsibilities to report any concerns.
• The practice ensured staff were trained and that they maintained the necessary skills and competence to support the needs of patients.
• Staff had been trained to handle medical emergencies, and appropriate medicines and life-saving equipment were readily available.
• There were systems in place to reduce the risk and spread of infection. Dental instruments were cleaned and sterilised in line with current guidance.
• There were systems in place to ensure that all equipment was maintained in line with manufacturer’s guidelines.
• There were sufficient numbers of suitably qualified staff to meet the needs of patients.
• Patients received clear explanations about their proposed treatment, costs, benefits and risks and were involved in making decisions about it.
• Patients were treated with dignity and respect and confidentiality was maintained.
• The appointment system met the needs of patients and waiting times were kept to a minimum.
• The practice had a procedure for handling and responding to complaints, which were displayed and available to patients.
• Governance systems were effective and there were a range of policies and procedures in place which underpinned the management of the practice. Clinical and non-clinical audits were carried out to monitor the quality of services.
• The practice sought feedback from staff and patients about the services they provided and acted on this to improve its services.
• Rubber dam was not being used for root canal treatment in line with national guidance.

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

• Review the practice’s protocols for the use of rubber dam for root canal treatment giving due regard to guidelines issued by the British Endodontic Society.

People told us they were happy with the service provided by Hornchurch Dentalcare. We were told “my wife is quite nervous about dentists and they put us at ease about it” and “I’ve got no worries about it at all”. We found the service provided treatment plans to people which set out assessed treatment needs. Records showed these treatment needs were met.

We found that treatment had been planned and delivered in a way that ensured people’s safety and welfare. There were effective systems in place to reduce the risk and spread of infection. Staff had received suitable training and professional development. Records were accurate and stored securely