We carried out an announced comprehensive inspection on 20 June 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

Parade Dental Practice is a general dental practice in Ewell, Surrey, offering NHS and private dental treatment to adults and children. The premises are located alongside residential houses and retail shops and consists of a first, second and third floor. There are five dental treatment rooms, a reception area, two waiting areas and a designated decontamination room.

The practice staffing consisted of a principal dentist (who was also the provider and manager of the practice), three general dentists, two visiting specialist dentists and five dental nurses (including two that work on reception). The dental team worked various part-time hours to accommodate flexible working depending on the need.

The principal dentist is the registered manager. A registered manager is a person who is registered with the Care Quality Commission 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.

We reviewed 50 Care Quality Commission (CQC) comment cards that had been completed by patients in the two weeks prior to our inspection. Common themes were patients felt they received excellent care from dentists who were kind, caring and gentle. They also commented that dental nurses appeared well trained and the reception staff were always smiling, helpful and welcoming.

Our key findings were:

• There was an induction programme for staff to follow which ensured they were skilled and competent in delivering safe and effective care and support to patients.
• The practice ensured staff maintained the necessary skills and competence to support the needs of patients.
• There were effective systems in place to reduce the risk and spread of infection. We found the treatment rooms and equipment were visibly clean.
• There were systems in place to check equipment had been serviced regularly, including the dental air compressor, autoclaves, fire extinguishers and the X-ray equipment.

• We found the dentists regularly assessed each patient’s gum health and dentists took X-rays at appropriate intervals.

• The practice kept up to date with current guidelines when considering the care and treatment needs of patients.

• Staff had been trained to handle emergencies and appropriate medicines and life-saving equipment were readily available.
• Patients received clear explanations about their proposed treatment, and its costs, benefits and risks and were involved in making decisions about it.
• Patients were treated with dignity and respect and confidentiality was maintained.
• The appointment system met the needs of patients and waiting times were kept to a minimum.
• There was an effective complaints system and the practice was open and transparent with patients if a mistake had been made.
• Staff demonstrated knowledge of the practice whistleblowing policy and were confident they would raise a concern about another staff member’s performance if it was necessary.

• At our visit we observed staff were kind, caring and very welcoming.

• There was an effective system in place to act on feedback received from patients and staff.

We carried out an inspection at Parade Dental Practice to look at the care and treatment provided to patients who used the service.

During our inspection we spoke with three patients and, with their permission, observed two treatment sessions. We spoke with six members of staff and the provider and reviewed eleven patient's records. We collected six survey responses to a questionnaire we had left in the waiting area. In addition the provider had carried out a survey in preparation for our inspection and we looked at the results of this.

The patients we spoke with and the results of the survey showed us that patients were happy with the service. They described the practice as having a “Friendly atmosphere” and being “Very accommodating.” They told us staff ensured they had given their consent to any treatment they needed in advance.

During our visit the provider showed us evidence that staff had received appropriate training in safeguarding vulnerable adults.

We observed that the premises were clean and that staff wore appropriate protecting clothing (such as gloves or masks) when they carried out treatments.

Every patient that we spoke with, and the surveys that we collected, showed us that patients had not had a reason to make a complaint. People felt they could approach the staff if they were unhappy about anything. We found however that the provider had not displayed their complaints procedure in a way that was accessible to patients.

We received written feedback from the People that used the Parade Dental Practice.

The feedback told us that the majority of people were happy with the service provided.

Generally they felt that they were given sufficient information about their treatment options and the relevant fees associated with their choice.

They stated that they were able to ask all the questions they wanted to and that the staff professional and clerical explained things in a way that they understood.

They found the staff to be friendly and reported that they were treated with respect and their privacy was maintained.

They said that the surgery was always clean and a very high standard.

Always enjoyable for a dentist visit. On person who stated that they had been patients of the surgery for over 19 years and had no concerns whatsoever and the staff are brilliant.

The reception staff always do their best to make you feel welcome and remember you.

The staff are very reassuring