We carried out an announced comprehensive inspection on 20th December 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 St Margaret’s Road Cheltenham is located in the centre of Cheltenham and provides NHS and private treatment to patients of all ages. The practice consists of seven treatment rooms, toilet facilities for patients and staff, a reception/ waiting area, other waiting areas and a staff room.

The practice treats both adults and children. The practice offers routine examinations and treatment. There are nine dentists and three dental hygienists.

The practice’s opening hours are

8.00 to 20.00 on Monday

8.00 to 20.00 on Tuesday

8.00 to 20.00 on Wednesday

8.00 to 20.00 on Thursday

9.00 to 17.00 on Friday

There was information on the answerphone about contacting the local dental access centre out of hours.

We carried out an announced, comprehensive inspection on 20th December 2016. The inspection took place over one day. The inspection was led by a CQC inspector. They were accompanied by a dental specialist advisor.

Before the inspection we looked at the NHS Choices website. In the previous year there had been several reviews about the practice ranging from 1 star to 5 stars, the overall rating was 2.5 stars. The organisation responded to all the comments and discussed the learning points with staff.

For this inspection 33 people provided feedback to us about the service. Patients were positive about the care they received from the practice. They were complimentary about the service offered which they said was good or excellent. They told us that staff were professional, helpful, caring and friendly. Patients told us that the practice was safe, clean and hygienic. We received no negative comments.

Our key findings were:

• Safe systems and processes were in place, including a lead for safeguarding and infection control.

• Staff recruitment policies were appropriate and most of the relevant checks were completed. Staff received relevant training.

• The practice had ensured that risk assessments were in place and that they were regularly reviewed.

• The clinical equipment in the practice was appropriately maintained. The practice appeared visibly clean throughout.

•The process for decontamination of instruments followed relevant guidance.

• The practice maintained appropriate dental care records and patients’ clinical details were updated suitably.

• Patients were provided with health promotion advice to promote good oral care.

• Written consent was obtained for dental treatment.

• The dentist was aware of what process to follow when a person lacked capacity to give consent to treatment.

• All feedback that we received from patients was positive; they reported that it was a caring and effective service.

• There were governance systems in place at the practice such as systems for auditing patient records, infection control and radiographs.

• The service sought feedback from patients and made changes in response to feedback and complaints.

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

• Review the process for recruitment so that written references and a Disclosure and Barring Service (DBS) check are received before new staff start to work with patients.

• Review the local rules for the X-ray machines to make sure they follow current guidance.

• Review the arrangements for recording staff CPD so that a record of the training for the dentists is kept in the practice.

• Review the system of appraisals so that each staff member has an annual appraisal and personal development plan.