We carried out this announced inspection of Mydentist Gorleston on 14 June 217 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-Gorleston is a well-established practice that provides mostly NHS treatment to patients of all ages. It also provides a small domiciliary service of about 20 visits a year. The practice is part of IDH Limited who have a large number of dental practices across the UK.

There is level access for people who use wheelchairs and pushchairs. Car parking spaces, including one for patients with disabled badges, are available near the practice.

The dental team includes five dentists, five dental nurses, a dental hygienist and two receptionists.

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 Gorleston was the practice manager.

On the day of inspection we collected 19 CQC comment cards filled in by patients and spoke with three other patients. This information gave us a positive view of the practice.

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

The practice is open on Mondays, Wednesdays, Thursdays and Fridays from 8.30am to 5.30pm. On Tuesdays it is open until 7pm

Our key findings were:

• The practice had systems to help ensure patient safety. These included safeguarding children and adults from abuse, maintaining the required standards of infection prevention and control, and responding to medical emergencies.

• Risk assessment was robust and action was taken to protect staff and patients.

• The practice was well equipped to treat patients and meet their needs.

• Patients received their care and treatment from well-supported staff, who enjoyed their work.

• Patients’ needs were assessed and care was planned and delivered in line with current best practice guidance from the National Institute for Health and Care Excellence (NICE) and other published guidance. Members of the dental team were up-to-date with their continuing professional development and supported to meet the requirements of their professional registration.

• The practice dealt with complaints positively and efficiently.

• There was a clear leadership structure and staff felt supported and valued by the practice manager. The practice proactively sought feedback from staff and patients, which it acted upon.

We spoke with six people who used the service. They told us that they were happy with the service that they were provided with. One person said, “They are very good." Another person said, "I am nervous, but they reassure me." Another said, "They take more care than the others I have been to."

Two people agreed for us to observe their check-ups. We also observed the interaction between staff and people who used the service when they arrived for their appointments and left the service. We saw that the staff interacted with people in a friendly, respectful and professional manner.

People told us they felt respected by staff and were fully involved in the decisions about their dental care and treatment. One person said, “They always explain what I need doing." Another person said, "They told me what was going to be done today, so I know what to expect." Another said, "I don't know the receptionist's name but they are brilliant, always sorts me out. All dentists are pleasant and professional."

People told us that the waiting and treatment areas were always clean and tidy. This was confirmed in what we saw during our inspection. One person said, “Oh yes, always clean.” Another person said, "Looks clean to me."

We found that staff were provided with appropriate continuous professional development to meet the needs of the people who used the service. The service had systems in place to monitor and assess the service people were provided with.