We carried out an announced comprehensive inspection on 12 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.

Background

The practice is operated by Centre for Dentistry Limited and is situated within J Sainsburys Supermarket store on the Atherleigh Way in Leigh. The practice provides exclusively private dental care and treatment for its patient population. Dental care and treatment was provided by two dentists. The dentists were supported by the practice team comprising of four dental nurses/receptionists, a dental therapist and two receptionists. At the time of our inspection a dentist and a dental nurse were providing dental services to patients. The area manager (from Centre for Dentistry Limited) was present during our inspection. The practice manager (who had recently left the practice) is the registered manager. A registered manager is a person who is registered with the Care Quality Commission 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. We had been notified about the change in respect of the registered manager. The recruitment process for a new practice manager/registered manager had begun and appropriate arrangements to manage the practice in the interim had been made. The practice is open Monday to Thursday 8am to 8pm, Friday 8am to 6pm, Saturday 10am to 6pm and Sunday 11am to 330pm.

We reviewed 12 CQC comment cards that had been completed by patients prior to the inspection and the results of the most recent patient survey conducted by the provider. They reflected they found the staff to be professional, supportive, informative and welcoming. They also said they were treated with dignity and respect.

Our key findings were:

• There were systems in place for staff to report and learn from incidents. There were sufficient staff on duty to deliver the service. There was enough equipment available for staff to undertake their duties and all equipment had been regularly checked/serviced. Systems were in place to minimise risk including procedures and processes to prevent infections, manage emergencies and safeguard people using the service.

• Patients needs were assessed and dental care and treatment was planned and delivered in line with current guidance and best practice. This included the promotion of good oral health. We saw evidence staff had received training appropriate to their roles and further training needs were identified and planned through the appraisal process. Arrangements were in place to refer patients to specialist dental services where required. Staff clearly understood the importance of obtaining informed consent from patients and how to support patients who may lack the capacity to provide informed consent.

• The patient comment cards we reviewed indicated that patients were consistently treated with kindness and respect by staff. We reflected communication with patients and access to the service and to the dentists, was good.

• The practice had procedures in place to take into account, respond to and learn from patient’s comments, concerns or complaints.

• A clear management structure was in operation. The quality assurance and governance arrangements ensure that responsibilities are clear, quality and performance are regularly considered, and risks are identified, understood and managed. Staff told us that the provider valued their involvement and that their views are reflected in the planning and delivery of the service.