We carried out this announced inspection on 10 August 2017 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.

We told the NHS England area team and Healthwatch that we were inspecting the practice. They did not provide any information of concern.

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

Mydentist - Clare Road - Halifax provides NHS and private treatment to adults and children.

There is level access for people who use wheelchairs and pushchairs. Car parking spaces are available near the practice.

The dental team includes eight dentists, 11 dental nurses (three of whom are trainees), two decontamination assistants, three dental hygiene therapists, a treatment co-ordinator and two receptionists. The practice has seven 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 Mydentist - Clare Road - Halifax was the practice manager.

On the day of inspection we received feedback from eight patients. This information gave us a positive view of the practice.

During the inspection we spoke with four dentists, six dental nurses, the decontamination assistant two receptionists and the area manager. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open:

Monday to Friday from 8:00am to 5:30pm

Our key findings were:

• The practice was 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 appointment system met patients’ needs.
• The practice had effective leadership. 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 efficiently.

There were areas where the provider could make improvements and should:

• Review the local rules for surgeries two and four to reflect the findings of the critical examinations.

During our visit, we spoke with the practice manager, the assistant manager, two dental nurses and three patients who used the service. At the time of our visit the practice manager was new in post, so the assistant manager explained the practice’s systems and processes to us.

The practice employed eight self-employed dentists, a hygienist and 18 dental nurses/receptionists. The assistant manager told us approximately 45,000 patients were registered at the practice.

The three patients we spoke with told us:-

“I’m so happy that I transferred here from my previous dentist, it’s 100% better. I’m really impressed.”

“The staff are so friendly and helpful and the dentist is very professional.”

“They are really on the ball; at my last appointment I went in 10 minutes early. The staff are very efficient.”

“I was so impressed with the service my daughter got I have transferred here myself.”

In the patient records examined we saw dentists discussed treatment options and any associated costs with patients. Patients told us any treatments, along with risks, benefits and options, were always explained fully by the dentists. Patients gave consent before receiving any treatment.

All of the clinical areas of the practice looked clean and well-maintained. This was confirmed by the patients we spoke with. One of them said “It all looks really clean and hygienic to me.”

However some of the public areas were not so well-maintained. The practice manager told us they planned to refurbish the hallways and corridors and replace the flooring in the near future.

Staff we spoke with told us they were confident the service provided was good. They said they received training appropriate to their role and felt well-supported by their managers.

We spoke with two people who use the service and they told us they were very happy with the service they received. The people we spoke with told us the staff are very pleasant and professional and are clear in explaining the treatment options that are available. They also told us that the clinic is very clean and tidy.