We carried out this announced inspection on 22 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 have any relevant information to share with us regarding this dental practice.

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 in Retford is located in premises in the centre of Retford and provides mostly NHS dental treatment (90%) to patients of all ages.

The practice is located on the ground floor with level access to the front door. There is one treatment room. There are pay and display car parks close to the premises, and parking for blue badge holders outside the practice.

The dental team includes three dentists; one hygiene therapist; one qualified dental nurse; one receptionist; two dental nurses in training and one practice manager.

The practice is owned by an organisation 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 Retford is a senior manager within the organisation.

On the day of inspection we collected 18 CQC comment cards filled in by patients and spoke with one other patient. This information gave us a positive view of the practice.

During the inspection we spoke with one dentist, one dental nurse. A receptionist and the practice manager. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open: Monday to Friday: 8:30 am to 5:30 pm.

Our key findings were:

• The practice was clean and well maintained.
• The practice had infection control procedures which followed published guidance.
• Patients provided positive feedback about the service and the staff.
• Staff knew how to deal with emergencies. Appropriate medicines and life-saving equipment were available.
• The practice had systems to help them manage risks in the practice, particularly with regard to health and safety.
• The practice had suitable safeguarding processes. Staff had been trained and knew their responsibilities for safeguarding adults and children.
• Staff completed essential training through the provider’s training academy.
• 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 measures 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 positively and efficiently.

There were areas where the provider could make improvements. They should:

• Review its responsibilities to respond to the needs of patients with disabilities and the requirements of the Equality Act 2010. With a review and update of the practice access audit.

We used a number of different methods to help us reach a judgement about this service. These including talking with three patients using the service, two members of the staff team, one dentist, the practice manager and the holding company's compliance manager. We also looked at records. These included treatment plans, records of meetings and information about how the service operated. We looked at information from surveys and audits undertaken by the provider to assess the quality of the service.

Patients we spoke with said they were fully involved in their care and treatment options; felt it was delivered in a safe way and that the practice was clean and hygienic. One patient we spoke with said, "It's fantastic. I have been coming here for a long time now with my children."

We observed members of staff interacting with patients in courteous, polite and efficient manner.

Patients’ diversity and needs were considered and suitable arrangements made to cater for them.

We saw that the practice had a clear infection control policy and that staff were fully aware of it and knew how it should be implemented.

Staff were encouraged to develop their skills and undertake appropriate training to help deliver safe and effective care to patients.