We carried out an announced comprehensive inspection on 19 January 2015 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

The provider offers both NHS and some private dental care services to patients of all ages. The services provided include preventative advice and treatment and routine and restorative dental care. The practice has three dentists, one dental hygienist and four qualified dental nurses; in addition to a practice manager.

The practice has five treatment rooms, a reception area, separate waiting room and a decontamination room. The building is on two floors, with access throughout the ground floor for patients with limited mobility. The practice is open on Monday to Friday from 8:30am until 5.30pm.

We viewed two CQC comment cards that had been left for patients to complete, prior to our visit, about the services provided. In addition we spoke with two patients on the day of our inspection. We reviewed patient feedback gathered by the practice through patient surveys. Feedback from patients was positive about the care they received from the practice. They commented staff were caring and respectful and that they had confidence in the dental services provided. Patients told us they had no difficulties in arranging a convenient appointment and that staff put them at ease and listened to their concerns.

Our key findings were:

• The practice had systems to assess and manage risks to patients, including infection prevention and control, health and safety and the management of medical emergencies.
• The practice carried out oral health assessments and planned treatment in line with current best practice guidance, for example from the Faculty of General Dental Practice (FGDP). Patient dental care records were detailed and showed on-going monitoring of patients’ oral health.
• Patients commented they felt involved in their treatment and that it was fully explained to them.

• Patients were able to make routine and emergency appointments when needed. There were clear instructions for patients regarding out of hours care.

• The dental practice had effective clinical governance and risk management structures in place. There were systems to monitor and continually improve the quality of the service; including through a programme of clinical and non-clinical audits.

• There were clearly defined leadership roles within the practice and staff told us they felt well supported and comfortable to raise concerns or make suggestions.

The premises were being refurbished at the time of our inspection. Staff were working hard to minimise any disruption to the service.

Patients confirmed they were treated with respect and that staff were pleasant in their manner. We were told; “Everyone is very polite.” And “The staff are very courteous.”

Policies, good practice and staff training helped to ensure patients received effective and safe treatment. The patients we spoke with provided only positive feedback about the practice and the standard of care and treatment they received. Comments included; “There is a proper plan. Everything is planned out. It is excellent” And “I am perfectly satisfied and have recommended the practice to others in my family.”

There were effective systems in place to reduce the risk and spread of infection. The patients we spoke with told us the treatment areas always appeared clean and hygienic and they had no concerns regarding infection control.

The recruitment and selection processes were not effective. Inadequate steps had been taken to ensure that only suitable staff were employed at the practice. This could potentially have impacted upon the welfare of patients.

The practice had systems in place to gain feedback from patients and staff. There were effective systems to monitor and assess the quality of service people received. This meant the practice was able to identify, monitor and manage risks associated with the operation of the dental practice.