We carried out this announced inspection on 19 April 2018 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

Merton Dental Centre is located in Merton Park, in the London Borough of Merton and provides predominantly private but some NHS treatment to patients of all ages.

There is level access for people who use wheelchairs and those with pushchairs.

The dental team includes a dentist, a dental nurse, a receptionist and a practice coordinator who performed a dual role as a dental nurse when required. The practice has two treatment rooms.

The practice is owned by an individual who is the principal dentist there. They have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the practice is run.

On the day of inspection we received feedback from 61 patients.

During the inspection we spoke with the dentist, the dental nurse and the practice co-ordinator. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open:

• Monday 8.00am to 6.00pm
• Tuesday 8.30am to 8.00pm
• Wednesday closed (open once a month from 9.00-1.00pm)
• Thursday 8.30am to 6.00pm
• Friday 8.00am to 5.30pm
• Saturday 9.00-1.00pm

Our key findings were:

• The practice appeared clean and well maintained.
• The practice 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.
• The practice had suitable safeguarding processes and staff knew their responsibilities for safeguarding adults and children.
• The practice had thorough staff recruitment procedures.
• 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.
• The practice was providing preventive care and supporting patients to ensure better oral health.
• The appointment system met patients’ needs.
• The practice had effective leadership and a culture of continuous improvement.
• Staff felt involved and supported and worked well as a team.
• The practice asked staff and patients for feedback about the services they provided.
• The practice dealt with complaints positively and efficiently.
• The practice had suitable information governance arrangements.

We spoke to five people who use the service who were all very positive about the attitude, care and treatment that they received from the practice team. Comments we received included ‘they’re very friendly’ and ‘you can’t fault the work, they do a great job.’

People told us that their treatment was explained to them, including the use of a specific computer programme. They told us that they were always given information about the cost of treatment prior to work starting. People told us their privacy was respected and the practice was always clean and comfortable.