We carried out this announced inspection on 13 November 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

Mydentist - Laburnum Avenue – Wallsend is in Tyne and Wear and provides NHS and private treatment to adults and children.

The practice is sited in a residential area. There is a small step is in front of the main entrance with a portable ramp available for people who use wheelchairs and those with pushchairs. Car parking spaces are available near the practice.

The dental team includes seven dentists, nine dental nurses, a dental hygienist, two dental therapists and five receptionists. The practice has seven treatment rooms over two floors. Two waiting rooms are available for patients, each with information leaflets and a television screen.

The practice is owned by a partnership 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 - Laburnum Avenue – Wallsend is the practice manager.

On the day of inspection, we collected 10 CQC comment cards filled in by patients.

During the inspection we spoke with three dentists, five dental nurses, three receptionists, the practice manager and the compliance manager.

We looked at practice policies and procedures and other records about how the service is managed.

The practice is open:

Monday 8.30am to 7.30pm

Tuesday, Wednesday, Thursday 8.30am to 5.30pm

Friday 8.30am to 5pm.

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 medical emergencies. Appropriate medicines and life-saving equipment were available.
• The provider 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 staff recruitment procedures. The processes for undertaking Disclosure and Barring Service (DBS) checks for staff and for retaining employment records needed review.
• Staff treated patients with dignity and respect and took care to protect their privacy and personal information.
• The clinical staff provided patients’ care and treatment in line with current guidelines. The practice provides training to newly qualified dental therapists.
• The practice provides preventive care and support to patients to ensure better oral health.
• The appointment system met patients’ needs. The practice was involved in oral health initiatives in addition to those the company arranged.
• The practice had effective leadership and a culture of continuous improvement. The organisation skills of the practice manager were positively reflective throughout the inspection day.
• The practice had suitable information governance arrangements.
• 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.

We identified an area of notable practice. The practice manager introduced a day for children to visit a “tooth fairy” on-site. This was the first dental practice within the company to carry out such an oral health campaign on its own initiative. We believe this is notable because the practice manager organised an oral health promotion project on their own accord taking into account the needs and preferences of children.

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

• Review the practice's recruitment policy and procedures to ensure accurate, complete and detailed records are maintained for all staff.