We carried out this announced inspection on 10 May 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 CQC inspector who was supported by a specialist dental adviser.

We told the NHS England area team and Healthwatch that we were inspecting the practice. They did not provide any information.

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

JM Benson Dental Practice is in South Blackpool and provides NHS and private treatment to patients of all ages.

There is level access for people who use wheelchairs and pushchairs. Car parking spaces, including spaces for patients with disabled badges, are available near the practice.

The dental team includes three dentists, six dental nurses of whom three are trainees, and a practice coordinator/receptionist. The practice manager is newly appointed and also works as a dental nurse. The practice has four treatment rooms.

The practice is owned by an individual who is the principal dentist. 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 32 CQC comment cards filled in by patients and prior to the inspection 16 patients shared their views about the practice using the CQC’s ‘share your knowledge’ web page. This information gave us a positive view of the practice.

During the inspection we spoke with two dentists, two dental nurses, the patient coordinator/receptionist and the practice manager. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open:

Monday to Thursday from 9.00am to 5.00pm and Friday 9.00am to 4.00pm.

The practice closes for lunch between 1.00pm and 2.00pm each day.

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 medical emergencies, but some medicines and life-saving equipment were not available to meet recognised guidelines.
• The practice had systems to help them manage risk but some of these needed reviewing.
• 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.

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

• Review availability of medicines to manage medical emergencies giving due regard to guidelines issued by the Resuscitation Council (UK), and the General Dental Council (GDC) standards for the dental team.
• Review it’s responsibilities as regards to the Control of Substance Hazardous to Health (COSHH) Regulations 2002 and, ensure all documentation is up to date and staff understand how to minimise risks associated with the use of and handling of these substances and ensure they are stored securely.
• Review the practice’s infection control procedures and protocols giving due regard to guidelines issued by the Department of Health - Health Technical Memorandum 01-05: Decontamination in primary care dental practices and The Health and Social Care Act 2008: ‘Code of Practice about the prevention and control of infections and related guidance.

People we spoke with during our visit commented they were very happy with the service and they saw their dentist regularly. They told us the care they received was excellent. They confirmed that the dentist always explained what they were doing, what they had found during examination and what the treatment options were. They told us they found staff approachable and that they felt able to ask the dentist questions or make comments about their treatment.

The people we spoke with during our visit said they were very happy with the care and treatment provided. They told us the practice was flexible and would always fit them in if they needed to see a dentist urgently.

"Brilliant service in my opinion. I am always contacted a few days before my appointment and reminded it is due. I think this is a really good idea as I am sure a lot of people will forget".

"They have always been very good to me. Have never had a problem getting appointments. This is the best dentist I have ever had".

"The staff are excellent. They are very calm and reassuring whenever I have treatment. I find this helps me considerably".

"I find my dentist is a very courteous, polite and caring man. I like the way he treats his staff".

"No complaints about anything. I wouldn't hesitate to recommend this practice to anyone".

"They have always been good to me. I have never experienced a problem trying to get an appointment.

"I have been with this practice for over thirty years. My children and grandchildren are also patients. I am very happy with the service and care they provide.

"Always made fully aware of any treatment required and the options available to me.