We carried out an announced comprehensive inspection on 8 March 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

Key Dental Practice is a mixed dental practice providing NHS and private dental treatment for both adults and children. The service is provided by six dentists. They are supported by a practice manager and six dental nurses (two of whom are trainees). The dental nurses also carry out reception duties.

The practice is located in a busy shopping precinct and is all on the ground floor so can accommodate patients with restricted mobility. The premises consist of a reception area, waiting room, toilet facilities, three treatment rooms and a decontamination room. There is free parking and dedicated parking bays for patients with disabilities. Opening hours are from 9am to 6pm on Monday to Thursday and from 9am to 1pm on Fridays. The practice is also open on Saturdays from 9am to 4.30pm.

The provider is registered with the Care Quality Commission (CQC) as an individual. 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.

Twenty-eight patients provided feedback about the practice. We looked at comment cards patients had completed prior to the inspection and we also spoke with patients on the day of the inspection. Overall the information from patients was complimentary. Patients were positive about their experience and they commented that staff were gentle, kind and professional.

Our key findings were:

• The practice had systems to assess and manage risks to patients, including infection prevention and control, health and safety, safeguarding and the management of medical emergencies. We identified some areas of improvement and these were actioned promptly.
• Patients told us they found the staff helpful and friendly. Patients commented they felt involved in their treatment and that it was fully explained to them.
• Patients were able to make routine and emergency appointments when needed.
• Patients’ care and treatment was planned and delivered in line with evidence based guidelines, best practice and current legislation.
• The practice had a structured plan in place to audit quality and safety.
• Staff received training appropriate to their roles.
• There was appropriate equipment for staff to undertake their duties, and equipment was well maintained.
• The practice had an effective complaints system in place and there was an openness and transparency in how these were dealt with.
• Staff told us they felt well supported and comfortable to raise concerns or make suggestions.
• The practice demonstrated that they regularly undertook audits in infection control, radiography and dental care record keeping.

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

• Review the practice's recruitment policy and procedures to ensure character references for new staff are requested and recorded suitably.
• Review the storage of dental care products and medicines requiring refrigeration to ensure they are stored in line with the manufacturer’s guidance and the fridge temperature is monitored and recorded.
• Regularly carry out staff appraisals so that learning needs, concerns and aspirations can be formally discussed.

We conducted telephone interviews with five people who use the service. People told us that they had no concerns about the care and treatment they received. They made some of the following comments:

“I have been using this dentist a long time, approximately 12 years. He is brilliant. I had a lot of problems and he looked after me and he is absolutely great. I have recommended him to lots of my friends.”

“We were recommended and we have been with them about five years. They are very good.”

The facilities and resources offered at this practice include three surgery rooms, two full time dentist, one foundation dentist and five dental nurses. The reception entrance and all surgery rooms are on the ground floor which makes the practice accessible to people with mobility restrictions.

During our visit we looked around the premises. We spoke to all the dentists including the registered provider, three dental nurses and looked at records for three people who had visited the surgery recently.

Evidence that we gathered during this review confirmed that people are assessed to decide what dental and oral healthcare needs they may have. Treatments that people may need are discussed with them and are carried out in a satisfactory way.

We found that people receive treatment in an environment which was clean and managed so as to reduce the risk of infections.