We carried out an announced comprehensive inspection on 21 April 2016 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, Ratcliffe Gate, Mansfield is situated over two floors of premises close to the centre of Mansfield. The practice was first registered with the Care Quality Commission (CQC) in May 2011. The practice provides regulated dental services to patients from the Mansfield area. The practice provides mostly NHS dental treatment (90%). Services provided include general dentistry, dental hygiene, crowns and bridges, and root canal treatment.

The practice’s opening hours are: Monday: 8:30 am to 5:30 pm; Tuesday 8:30 am to 8 pm; Wednesday: 8:30 am to 5:30 pm; Thursday: 9:30 am to 8 pm; Friday 8:30 am to 5 pm and Saturday: 9 am to 12:30 pm.

Access for urgent treatment outside of opening hours is by telephoning the practice and following the instructions on the answerphone message. Alternatively patients could ring the 111 telephone number for access to the NHS emergency dental service.

The practice manager is registered with the Care Quality Commission (CQC) as an individual. 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.

The practice has three dentists; one dental therapist; three dental nurses; two trainee dental nurses, a practice manager and one receptionist. Dental nurses also worked on the reception desk. At the time of the inspection there were only two dentists in post, and a third was being recruited.

We received positive feedback from 49 patients about the services provided. This was through CQC comment cards left at the practice prior to the inspection and by speaking with patients in the practice.

Our key findings were:

• Feedback from patients was mostly positive. Patients said they were treated with dignity and respect.
• Dentists identified the treatment options, and discussed these with patients.
• Patients’ confidentiality was maintained.
• There were systems in place to record accidents, significant events and complaints, and where learning points were identified these were shared with staff.
• The records showed that apologies had been given for any concerns or upset that patients had experienced at the practice.
• There was a whistleblowing policy accessible to all staff, who were aware of procedures to follow if they had any concerns.
• Records showed there were sufficient numbers of suitably qualified staff to meet the needs of patients.
• The practice had the necessary equipment for staff to deal with medical emergencies, and staff had been trained how to use that equipment. This included oxygen and emergency medicines.
• The practice followed the relevant guidance from the Department of Health's: ‘Health Technical Memorandum 01-05 (HTM 01-05) for infection control.
• Patient recall intervals were in line with National Institute for Health and Care Excellence (NICE) guidance.

We saw that staff were polite, courteous and welcoming to patients entering the premises. We spoke to two people in private who were satisfied with the service they were receiving and only had the highest compliments for all the staff they came into contact during their visits. They all indicated that they felt fully involved in their treatment. They told us they always had available treatment options explained clearly for them. They also noted that they were given time, after initial consultations, to make choices about what treatment to receive.

The people we spoke with said that the practice was always clean. They confirmed that the dentists and nurses always offered them glasses to protect their eyes, wear these themselves and that they always wear disposable gloves. People told us that they see staff take their gloves off and wash their hands and put clean gloves on. People also told us that after they had finished their treatment they saw that the nurse would start to clean parts of the treatment room before they left.