We carried out an announced comprehensive inspection on 5 October 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

This practice provides NHS and private treatment to patients of all ages in the Thirsk area and beyond.

The dental practice is based in a listed building in the centre of Thirsk. The building has four treatment rooms on the ground and first floors. There is also a waiting/ reception area, a decontamination room and toilet facilities. The practice have a portable ramp to the front door to accommodate patients with restricted mobility. Level access is then provided throughout the ground floor. There is off street parking adjacent to the practice and a public car park nearby.

The practice has a two (partner) dentists and one associate dentist, three hygienists, two dental nurses, two trainee dental nurses and reception staff.

The practice is open Monday-Thursday 8.00am-7:30pm and Friday 8:30am-5pm.

One of the partner dentists is the registered manager with the Care Quality Commission (CQC). 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.

Before the inspection we sent CQC comment cards to the practice for patients to complete to tell us about their experience of the practice. We received feedback from 18 patients who were positive about the care and treatment received at the practice. They told us staff were respectful and caring, they were involved in their treatment and appointments were accessible.

Our key findings were:

• The premises were visibly clean and well maintained.
• An infection prevention and control policy was in place and sterilisation procedures followed recommended guidance.
• There were sufficient numbers of suitably qualified and trained 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.
• All staff were welcoming and friendly.
• We observed that patients were treated with kindness and respect by staff.
• Patients were able to make routine and emergency appointments when needed.
• There were systems to monitor and continually improve the quality of the service; including a programme of clinical and non-clinical audits.
• The practice had a complaints system in place and there was an openness and transparency in how these were dealt with.
• There were clearly defined leadership roles within the practice and staff told us that they felt supported, appreciated and comfortable to raise concerns or make suggestions.

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

• Review the emergency equipment including the provision of adrenalin, paediatric masks and defibrillator pads.
• Review X-ray grading to ensure only staff who are appropriately trained review the quality of the X-rays.
• Review the frequency of practice meetings and the recording of minutes to ensure that staff have regular access to meetings and those staff unable to attend can have access to information.

We spoke with four people on the day of our inspection and they told us they were always consulted with about their treatment. Comments from people included “They give you options to think about” and “They explain everything even if it is a small thing.”

During our inspection we asked people visiting the dental practice what their experience was like. Comments from people included “I have only had a positive experience. I would not go anywhere else” and “I like coming” and “It’s excellent; all my family come here.”

People were treated in a clean and hygienic environment. During our inspection we observed appropriate arrangements for the decontamination and sterilisation of equipment.

Staff received appropriate professional development. Records showed staff completed training as part of their Continuing Professional Development (CPD) which is required by their professional body.

People who used the service, their representatives and staff were asked for their views about their experience at the practice. A range of systems were in place to monitor how the service was being run. This included obtaining feedback from patients and a range of audits carried out by staff within the practice.