We carried out this announced inspection on 29 January 2019 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.

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

Lynes Dental Practice is in Norton and provides NHS and private treatment to adults and children.

There are steps in front of the practice and a portable ramp is available for people who use wheelchairs and those with pushchairs. Patients are made aware of this when they arrange an appointment and through information on the practice website.

Car parking spaces are available near the practice.

The dental team includes two principal dentists, an associate dentist, six dental nurses, two dental hygiene therapists, a practice manager and a receptionist. The practice has three treatment rooms.

The practice is owned by a company and as a condition of registration must have a person registered with the Care Quality Commission as the registered manager. Registered managers have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the practice is run. The registered manager at Lynes Dental Practice is both principal dentists.

On the day of inspection, we collected 37 CQC comment cards filled in by patients. These provided a positive view of the practice.

During the inspection we spoke with three dentists and five dental nurses. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open:

Monday 8.30am to 7pm

Tuesday, Wednesday, Thursday, Friday 8.30am to 5pm

Saturday – once a month by prior appointment only.

Our key findings were:

• The practice appeared clean and well maintained.
• The provider had infection control procedures which reflected published guidance.
• Staff knew how to deal with emergencies. Appropriate medicines and life-saving equipment were available.
• The practice had systems to help them manage risk to patients and staff.
• The provider had suitable safeguarding processes and staff knew their responsibilities for safeguarding vulnerable adults and children.
• The provider had staff recruitment procedures. They should review their protocols for undertaking appropriate Disclosure and Barring Service (DBS) checks for employees.
• 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.
• Staff were providing preventive care and supporting patients to ensure better oral health.
• The appointment system took account of patients’ needs.
• The provider had effective leadership and culture of continuous improvement.
• Staff felt involved and supported and worked well as a team.
• The provider asked staff and patients for feedback about the services they provided.
• The provider dealt with complaints positively and efficiently.
• The provider had suitable information governance arrangements.

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

• Review the practice's recruitment procedures to ensure that appropriate DBS checks are completed prior to new staff commencing employment at the practice.
• Review the practice’s protocols for the monitoring of NHS prescription pads in the practice.

We did not speak with people who used the service; however we looked at patient questionnaires and suggestion cards completed by people who used the service.

From the patient questionnaires we looked at, all people agreed or strongly agreed that they were treated with dignity and respect and were given enough information about their treatment and costs. One person stated, “Always very good” another person stated, “Make you feel comfortable.” On all questionnaires checked, people stated they would be happy to recommend the practice to others.

We found that staff were polite and friendly and people who used the service had their privacy and dignity respected.

We found that people were protected from the risk of infection as care was delivered in a clean and hygienic environment.