We carried out an announced comprehensive inspection on 5 July 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 Mildenhall is a mixed dental practice providing mainly NHS and some private treatment for both adults and children. The practice has three dental treatment rooms and a separate decontamination room for cleaning, sterilising and packing dental instruments. Dental care is provided on the first floor of the building with a reception and waiting area.

The practice is open from 8:30am to 5:30pm Monday to Friday and one Saturday per month from 8.00am to 2.00pm.The practice has three dentists who are supported by seven dental nurses and a receptionist. The practice also has a dental hygienist who works two to four Fridays a month.

The practice manager is currently applying to become the registered manager. A registered manager is a person who is registered with the Care Quality Commission (CQC) 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.

Before the inspection we sent Care Quality Commission (CQC) comment cards to the practice for patients to complete to tell us about their experience of the practice. We received overwhelmingly positive comments about the practice’s staff and the quality of dental treatment provided. However some patients commented on the length of time it could take to get a routine appointment.

Our key findings were:

• The practice ethos was to provide patient centred care.

• Staff had been trained to handle emergencies and appropriate medicines and life-saving equipment was readily available in accordance with current guidelines.

• The practice was visibly clean and well maintained.

• Infection control procedures were robust and the practice followed published guidance.

• The practice manager was the dedicated safeguarding lead with effective safeguarding processes in place for safeguarding adults and children living in vulnerable circumstances.

• The service was aware of the needs of the local population and took those these into account in how the practice was run.

• Patients could access treatment and urgent and emergency care when required.

• Staff reported incidents and kept records of these which the practice used for shared learning.

• The practice had enough staff to deliver the service.

• Staff had received training appropriate to their roles and were supported in their continued professional development.

• Staff we spoke to felt well supported by the practice manager and the company as a whole and were committed to providing a quality service to their patients.

• Information from 45 completed Care Quality Commission (CQC) comment cards gave us a completely positive picture of a friendly, caring and professional service.

• The practice had a rolling programme of clinical and non-clinical audit in place.

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

• Consider providing the hygienist with the support of an appropriately trained member of the dental team.
• Review their responsibilities to the needs of people with a disability and the requirements of the Equality Act 2010 with respect to patients who may be hard of hearing by providing a hearing loop.
• Make sure that necessary employment checks are in place for all staff in respect of persons employed by the practice, specifically the taking up of references prior to employment.

We spoke with five people as they were waiting for treatment or immediately after receiving treatment. There was only one dentist working and appointments were running late. People told us that they were satisfied with the service and felt able to raise concerns as necessary. Some people mentioned there had been a lot of changes of staff and therefore did not always know which dentist they were going to see.