We carried out an announced comprehensive inspection on 21 February 2017 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

Mydentist - Park Road – Westhoughton is a dental practice providing NHS and private treatment for both adults and children. The practice is based in a converted three storey mid-terrace property in Westhoughton, Bolton. The premises has access for patients with impaired mobility and limited access for wheelchair users, on street parking is available.

There are four dental treatment rooms (one on the ground floor and three on the first floor), a decontamination room, a reception and waiting area and staff room.

The practice employs five dentists, one hygienist, five dental nurses, a decontamination assistant, two receptionists and a practice manager.

The opening hours are 8am - 5pm Monday to Thursday, 8am - 4pm Friday and 9am - 3pm Saturday.

The practice manager is the registered manager. A registered manager is a person who is registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the practice is run.

During the inspection we received feedback from 20 patients. The patients were positive about the care and treatment they received at the practice. Patients commented about the friendliness and caring nature of staff, easy access to appointments and quality of care provided.

Our key findings were:

• The practice was well organised, visibly clean and free from clutter.
• An Infection prevention and control policy was in place. We saw the sterilisation procedures followed recommended guidance.
• Practice meetings were used for shared learning.
• The practice had a safeguarding policy and staff were aware on how to escalate safeguarding issues for children and adults should the need arise.
• Staff received annual medical emergency training. Equipment for dealing with medical emergencies reflected guidance from the resuscitation council.
• Dental professionals provided treatment in accordance with current professional guidelines.
• Patient feedback was regularly sought and reflected upon.
• Patients could access urgent care when required.
• Dental professionals were maintaining their continued professional development (CPD) in accordance with their professional registration.
• Complaints were dealt with in an efficient and positive manner.

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

• Review the practice’s system for the recording, investigating and reviewing incidents or significant events with a view to preventing further occurrences and, ensuring that improvements are made as a result.
• Review its audit protocols to document learning points that are shared with all relevant staff and ensure that the resulting improvements can be demonstrated as part of the audit process.
• Review the protocol to ensure accurate, complete and detailed records relating to employment of staff. This includes ensuring immunisation status are suitably obtained and recorded.

We found that the reception area and waiting room was clean and bright. There was a range of information leaflets and posters and a TV screen provided additional information on treatments and oral hygiene. There was a variety of dental products on sale. Information about the cost of each treatment band was displayed.

We observed that patients were given a pleasant welcome and spoken to with politeness and respect by the receptionist. Patients details were confirmed on arrival. We heard the practice contacting patients to remind them of their appointment dates.

There was appropriate access for patients who used wheel chairs and the practice manager explained that the treatments would always be undertaken in a surgery on the ground floor.

We spoke with 3 patients during the inspection, we were told: "I have been coming here for over 10 years. I have no complaints at all", "Everything is always explained , I always know what treatment is needed and what its going to cost".

Treatments records were maintained both in electronic and paper records and we sampled 4 patient records. We saw that at every visit the patient was asked for an update of their medical status and any change in prescribed medications. Electronic records had alerts to any medical condition or key information that was required.