We carried out an announced comprehensive inspection on 22 December 2015 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

Norwood Green Dental Practice is located in the London Borough of Ealing and provides NHS and private dental services. The premises consists of three treatment rooms, a decontamination room and a reception and waiting area.

The staff structure of the practice comprises of a principal dentist, three dentists, two dental nurses, a trainee dental nurse, and a receptionist.

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 43 completed cards and spoke with four patients on the day of the inspection .The feedback we received from patients gave a positive view of the services the practice provides. All of the patients commented that the quality of care was good.

The inspection took place over one day and was carried out by a lead inspector and a dental specialist advisor.

Our key findings were:

• There were effective processes in place to reduce and minimise the risk and spread of infection.
• Patients’ needs were assessed and care was planned in line with best practice guidance such as from the National Institute for Health and Care Excellence (NICE).
• Patients were involved in their care and treatment planning.
• There was appropriate equipment for staff to undertake their duties and equipment was well maintained.
• Patients told us that staff were caring and treated them with dignity and respect.
• There were processes in place for patients to give their comments and feedback about the service including making complaints and compliments.
• Governance arrangements were in place and there was a clear vision for the smooth running of the practice.

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

• Review recruitment procedures to ensure accurate, complete and detailed records are maintained for all staff.

Patients told us they had attended the dental practice for many years as the staff provided a good service. They were encouraged to ask questions and felt staff had the time to answer their queries. One patient said they were nervous about attending the dental practice but the “dentist understands and is very patient with me”.

Patients confirmed they did not have to wait long for an appointment. One patient described how they had just turned up at the dental practice when they had an emergency and only had to wait a while before they were seen and treated.

Patients said the treatment plan was explained to them so they knew what to expect from the appointments they attended. They told us the dental practice was accommodating and that staff were “friendly”.

Although we did not talk to people directly about their feelings of safety, it was evident from our discussion with them that they trusted staff and had confidence in them.