We carried out an announced comprehensive inspection on 31 August 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

John Lane’s Dental Practice is located in a residential suburb close to the centre of Liverpool and comprises a reception and waiting room, and a treatment room on the ground floor. There is a further treatment room on the first floor. Parking is available on nearby streets. The practice is accessible to patients with disabilities, impaired mobility, and to wheelchair users.

The practice provides general dental treatment to patients on a privately funded basis. The opening times are Monday, Tuesday and Thursday 8.30am to 5.00pm, Wednesday 8.30am to 4.00pm, and Friday 8.30am to 12.00pm. The practice is staffed by a principal dentist, two dental nurses, a receptionist who is also the lead dental nurse, and a receptionist / quality co-ordinator.

The principal dentist is registered with the Care Quality Commission 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.

We received feedback from 42 people during the inspection about the services provided. Patients commented that they found all aspects of the service excellent and well organised. All patients commented that staff were professional, friendly, and caring and go beyond their duty to make patients comfortable. Patients said that the dental treatment is of the highest standard, that they were always given good and helpful explanations about dental treatment, and that the dentist listened to them. Patients commented that the practice was clean and comfortable.

Our key findings were:

• The practice had procedures in place to record and analyse significant events and incidents.
• Staff had received safeguarding training, and knew the process to follow to raise concerns.
• There were sufficient numbers of suitably qualified and skilled staff to meet the needs of patients.
• Staff had been trained to deal with medical emergencies, and emergency medicines and equipment were available.
• The premises and equipment were clean, secure and well maintained.
• Patients’ needs were assessed, and care and treatment were delivered, in accordance with current legislation, standards, and guidance.
• Patients received information about their care, proposed treatment, costs, benefits, and risks and were involved in making decisions about it.
• Staff were supported to deliver effective care, and opportunities for training and learning were available.
• Patients were treated with kindness, dignity, and respect, and their confidentiality was maintained.
• The appointment system met the needs of patients, and emergency appointments were available.
• Services were planned and delivered to meet the needs of patients, and reasonable adjustments were made to enable patients to receive their care and treatment.
• The practice gathered the views of patients and took their views into account.
• Staff were supervised, felt involved, and worked as a team.
• Governance arrangements were in place for the smooth running of the practice, and for the delivery of high quality person centred care.
• Staff followed current infection control guidelines for decontaminating and sterilising equipment but one recommended test on an item of cleaning equipment was not being carried out weekly.

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

• Review the guidelines issued by the Department of Health in the 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, specifically in relation to the testing of ultrasonic cleaning equipment.
• Review the practice’s arrangements for receiving and responding to patient safety alerts, recalls and rapid response reports issued by the Medicines and Healthcare products Regulatory Agency and through the Central Alerting System, as well as by other relevant bodies such as Public Health England.

People that used the surgery said they felt welcome and had a good relationship with the staff. They told us that they were happy with the service provided. They felt that there was good information available within the surgery and that they were given enough information about their treatment options and the relevant fees.

They found the staff to be friendly and reported that they were treated with respect and their privacy was maintained. They said that they were seen on time for their appointments.They confirmed that they knew how to complain and felt able to approach the staff regarding concerns.