We carried out this announced inspection on 5 October 2018 under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. We planned the inspection to check whether the registered provider was meeting the legal requirements in the Health and Social Care Act 2008 and associated regulations. The inspection was led by a CQC inspector who was supported by a specialist dental adviser.

To get to the heart of patients’ experiences of care and treatment, we always ask the following five questions:

• Is it safe?

• Is it effective?

• Is it caring?

• Is it responsive to people’s needs?

• Is it well-led?

These questions form the framework for the areas we look at during the inspection.

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

Park Road Dental Centre is in Teddington which is in the London Borough of Richmond and provides predominantly private treatment to adults and children (although they see a small number of children for NHS treatment).

There is level access for people who use wheelchairs and those with pushchairs. The practice is set out over two levels. There are four surgeries in total, two of which are on the ground floor and accessible for wheelchair users and those with mobility problems. The ground floor is fully wheelchair accessible. Local transport services are close by to the practice.

The dental team includes five dentists, one orthodontist, two dental nurses, three dental hygienists, and five receptionists (one of whom is also a dental nurse). A head receptionist and a practice manager provide non-clinical support. The practice has four treatment rooms.

The practice is owned by an individual who is the principal dentist there. They have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the practice is run.

On the day of inspection we collected 13 CQC comment cards filled in by patients.

During the inspection we spoke with two dentists, one dental nurse, the head receptionists and the practice manager. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open: 8.30am to 6.30pm Monday; 8.30am to 5.30pm Tuesday, Wednesday and Fridays; 8.30am to 7.00pm Thursdays; 9.00am to 1.00pm on Saturdays.

Our key findings were:

• The practice appeared clean and well maintained.
• The practice had infection control procedures which reflected published guidance.
• Staff knew how to deal with emergencies. Appropriate medicines and life-saving equipment were available.
• The practice had systems to help them manage risk.
• The practice had suitable safeguarding processes and staff knew their responsibilities for safeguarding adults and children.
• The practice had staff recruitment procedures.
• The clinical staff provided patients’ care and treatment in line with current guidelines.
• Staff treated patients with dignity and respect and took care to protect their privacy and personal information.
• The practice was providing preventive care and supporting patients to ensure better oral health.
• The appointment system met patients’ needs.
• The practice had effective leadership and culture of continuous improvement.
• Staff felt involved and supported and worked well as a team.
• The practice asked staff and patients for feedback about the services they provided.
• The practice dealt with complaints positively and efficiently.
• The practice had suitable information governance arrangements.

There were areas where the provider could make improvements. They should:

• Review the practices systems to monitor and track referrals to ensure that they are dealt with appropriately.