We carried out a comprehensive inspection at Louise Lunness-Barnes dental Clinic on 20 January 2015. A previous inspection carried out on 11 September 2014 had identified that the practice did not have a system to assess and monitor the quality of the services it provides or systems to assess and manage risks to the health, safety and welfare of patients and others. We checked to see what arrangements had been made to address these areas.

The practice first opened in 1990 and provides private dental treatment to adult patients and NHS treatment to children. The practice delivers general dental services and specialist treatments such as treatments for temporomandibular joint problems and associated jaw misalignment (TMD), snoring cessation and cosmetic treatments. The practice team consists of the principal dentist, who is the provider, two associate dentists and two part time dental therapists. The clinical team are supported by four dental nurses, four receptionists, an infection prevention technician and a practice manager.

The practice consists of two treatment rooms, an X-ray room with a reception and large waiting area. All patient areas are on the ground floor with access suitable for all patients. There is a ramp available which provides flat access to the building.

During our inspection we spoke with seven patients and reviewed 43 comments cards, which patients had completed in the two weeks before our visit. The practice had been pro-active in informing patients of our pending visit by email and social media. Patients contacted were given a link in the email to the CQC website and a “share your experience form” so that patients that were not currently under a course of treatment could have their say and tell us of their experience of being patients at the practice should they wish. We received 8 responses from patients through our website. All patients commented positively about the care and treatment they had received and the friendly, efficient and professional staff. A number of patients commented on the sympathetic, understanding dentists who had helped them overcome their fears and allow them to receive their treatment in a relaxed state.

Our key findings were:

• The practice provided a clean well equipped environment
• Staff had been recruited safely and all relevant checks had been made prior to them starting work
• All staff were kind and caring in the way they dealt with patients
• There was a regular schedule of staff meetings which included staff training.
• Patients were able to make routine and emergency appointments when needed. There were clear instructions for patients regarding out of hours care.
• There was clear leadership of the practice and staff told us they felt well supported and comfortable to raise concerns or make suggestions.

We spoke with three patients who told us they were satisfied with the service provided. They said they never experienced difficulties obtaining an appointment that suited their needs. One person said “I am very happy with the service here” and “Staff are always professional”. Another person said “I have recommended the practice to several of my friends”.

Patients’ views and experiences were taken into account in the way the service was provided and delivered in relation to their care.

Care and treatment was planned and delivered in a way that was intended to ensure patients’ safety and welfare.

Patients who used the service were protected from the risk of abuse because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse form happening.

Patients were protected from the risk of infection because appropriate guidance had been followed.

The provider did not have an effective system to regularly assess and monitor the quality of service that patients received. The provider did not have an effective system to identify, assess and manage risks to the health, safety and welfare of patients using the service and others.

We spoke with three people who visited the clinic that day as well as members of staff. People were generally very satisfied with the service they received from the clinic. People said they were given enough information to make a choice about treatment options and that they were made aware of the prices for treatment.

People said that the staff were friendly and polite, and were helpful. People said they felt confident to raise any issues they had with the dentist.

One person commented “This is an excellent dentist” and told us that his children and grandchildren were also patients here and that they enjoyed coming.

Another person told us that the staff on the reception were friendly.

People said that the clinic was clean and comfortable.