We carried out an announced comprehensive inspection on 29 June 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

MP Dental Practice is located in the London Borough of Southwark and provides both private and NHS dental services. The opening hours for the practice are 8.30 – 5.15pm. The premises consists of four treatment rooms, a decontamination room and a waiting area.

The practice comprises of two principal dentists, four dentists, two hygienists, four dental nurses and a head of reception.

One of 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.

As part of the inspection process we asked patients to complete CQC comment cards and spoke with them. We received feedback from 28 patients. 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 professional, 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 protocols for obtaining and maintaining accurate, complete and detailed records relating to staff employed for the purpose of carrying on the regulated activities, taking into account current legislation and guidance.
• Review its audit protocols to document, where appropriate, learning points that are shared with all relevant staff and ensure that the resulting improvements can be demonstrated as part of the audit process.

MP Dental Practice was a very clean and professionally managed dental practice. The provider had worked to achieve best practice in all areas, with a strong focus on an improved patient experience. Most staff had received NVQ qualifications in customer care (Level 2, with the exception of the receptionist who had completed Level 3). The practice partners were involved in external activities relating to dentistry and incorporated this additional learning and insight into the service.

People who use the service were very positive in their reviews of the service and staff, and told us that all treatment options and associated costs were fully explained during their visits. There were suitable safeguarding and emergency arrangements in place in order to ensure patient safety.