We carried out an announced comprehensive inspection on 23 September 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

Malden Dental Care is located in the Royal Borough of Kingston and provides private and NHS dental services. The opening hours for the practice were Monday 9.00 -18.00, Tuesday 8.00 – 16.30; Wednesday 9.00 – 18.00; Thursday 9.30 – 19.00 and Friday 9.00-17.00.

The premises consists of three treatment rooms, a decontamination room and waiting area.

The practice comprises of a principal dentist, three dentists, three dental nurses and one receptionist.

The principal dentists was the registered manager. 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.

During the inspection we asked patients to complete CQC comment cards. We received six comment cards and spoke with four patients on the day of the inspection. The patients who provided feedback were positive about the care and treatment they received at the practice. They told us they were involved in all aspects of their care and found the staff to be caring, friendly and helpful and they were treated with care, dignity and respect.

Our key findings were:

• There were effective processes in place to reduce and minimise the risk and spread of infection.
• Patients’ needs were assessed and care was planned in line with best practice guidance such as from the National Institute for Health and Care Excellence (NICE) .Patients were involved in their care and treatment planning.
• There was appropriate equipment for staff to undertake their duties and equipment was well maintained.
• Staff were trained in and there was appropriate equipment for them to respond to medical emergencies.
• Patients told us that staff were caring and treated them with dignity and respect.
• Patients indicated that they felt they were listened to and that they received good care from a helpful and caring practice team.
• There were processes in place for patients to give their comments and feedback about the service including making complaints and compliments.
• There were good governance arrangements and an effective management structure.

There were areas where the provider could make improvements and should

• Review the security of prescription pads in the practice and ensure there are systems in place to monitor and track their use.

• Review staff awareness of the requirements of the Mental Capacity Act (MCA) 2005 and ensure all staff are aware of their responsibilities under the Act as it relates to their role.

People using the service told us they were satisfied with the way the practice was run and the service it provided. They told us "Really good, friendly and professional". Other's said "This was my first visit and I'm suitably impressed".

They confirmed they had the consultation procedure, cost of treatment and any risks attached explained to them.

They told us they were treated with dignity and respect by staff.

They thought the practice was kept clean, tidy and observed their right to privacy.

We saw that there were suitable numbers of qualified staff who treated people in a helpful, friendly and knowledgeable way.

We saw the practice was clean and there were effective infection control systems and an accessible, robust complaints procedure in place.

Records were easy to understand, kept securely and up to date.