We carried out an announced comprehensive inspection on 7 March 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

Northwick Manor Dental Practice is situated two miles north of Worcester city centre. First established in 2006 the practice moved to new premises in July 2016 under new ownership. The practice provides private dental treatment for all age groups.

The practice is operated by a partnership and one of the two partners is 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.

Northwick Manor Dental Practice has five dentists (including the two partners), one dental hygienist, three dental nurses and a receptionist. The practice was making plans for a visiting implantologist to start treating patients at the practice from April 2017.

The practice accommodation includes three dental treatment rooms one of which is on the ground floor. There is a separate decontamination room for the cleaning, sterilising and packing of dental instruments. The practice has level access throughout the ground floor including the patient toilet which is fully accessible for patients who use wheelchairs. There is a small step from outside into the building and the practice has a portable ramp available if a patient needs this.

The practice is open from 8am to 5.30pm Monday to Friday with appointments booked between 8.30am and 4.40pm. Limited weekend and evening appointments are available by individual arrangement with individual patients. The practice stays open throughout the day and staff arrange their lunch breaks so someone is always available to answer the telephone or speak to anyone who calls in. The practice website and information pack provides telephone numbers for patients needing emergency dental treatment when the practice is closed.

Before the inspection we sent CQC comment cards to the practice for patients to give us their views. We collected 37 completed cards. We also spoke with one patient during the inspection.

All of the information we received about the practice was positive with patients speaking highly of the service they received. People told us the practice team were professional, caring and responsive and many said they recommended the practice to other people. Patients confirmed that their dentist provided them with clear information about their treatment. Those that commented on cleanliness confirmed that the practice was clean and hygienic. The practice’s in house survey results for July to October 2016 and reviews on social media also showed high levels of patient satisfaction.

Our key findings were:

• The practice was visibly clean and feedback from patients confirmed this was their experience. National guidance for cleaning, sterilising and storing dental instruments was followed.
• The practice had suitable safeguarding processes and staff understood their responsibilities for safeguarding adults and children.
• The practice had the recommended medicines and equipment needed for dealing with medical emergencies and completed the expected checks to make sure these were in working order and within their expiry date.

• Staff received training appropriate to their roles and were encouraged and supported to meet the General Dental Council’s continuous professional development requirements.

• Patients were able to make routine and emergency appointments when needed and gave us positive feedback about the service they received.

• The practice used survey forms to enable patients to give their views about the practice and we saw that they acted on suggestions made.

• The practice had comprehensive governance arrangements including policies, procedures and risk assessments to help them manage the service safely.

• The practice used audits to monitor quality in a range of areas and make improvements to the service.

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

• Review information kept at the practice in respect of the products used with reference to the Control of Substance Hazardous to Health (COSHH) Regulations 2002 and check that all documentation is up to date.