We carried out this announced inspection on 8 May 2017 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

Parsons Green Dental Practice is located in Fulham and provides private treatment to patients of all ages.

The practice is based on the ground floor of a converted house and there is no level access for patients who use wheelchairs and pushchairs. The practice has a temporary ramp that can be used for patients with wheelchairs. There is public car parking available near the practice.

The dental team includes eight dentists, three dental nurses, one dental hygienist and a Practice Manager/ receptionist. The practice has three 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 20 CQC comment cards filled in by patients and spoke with 5 other patients. This information gave us a positive view of the practice.

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

The practice is open times were 9.00am to 5.30pm Monday to Friday.

Our key findings were:

• The practice was clean and well maintained.
• The practice had infection control procedures which generally 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 thorough 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 appointment system met patients’ needs.
• The practice had effective leadership. 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.

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

• Review the practice’s audit protocols to ensure audits of various aspects of the service, especially radiography were undertaken by staff who had been trained adequately.

• Review the practice’s protocols for domiciliary visits taking into account the 2009 guidelines published by British Society for Disability and Oral Health in the document “Guidelines for the Delivery of a Domiciliary Oral Healthcare Service”.

• Review the practice’s infection control procedures and protocols giving due regard to guidelines issued by the Department of Health - Health Technical Memorandum 01-05: Decontamination in primary care dental practices and The Health and Social Care Act 2008: ‘Code of Practice about the prevention and control of infections and related guidance.

People who use the service were given appropriate information regarding their treatment. Information was available on the website and in reception. Staff discussed people’s dental health with them and gave them information about their diagnoses, treatment options and costs. Everyone had a written treatment plan. We spoke to two people who use the service who told us that they had sufficient information to make treatment decisions.

People felt involved in their care and treatment. Recent comment cards and satisfaction surveys showed that people felt engaged with staff. People told us that they felt safe, well treated and trusted the staff. They were pleased with the quality of the care and treatment.

There were arrangements in place to deal with foreseeable emergencies which staff were trained to manage.

There were effective systems in place to reduce the risk and spread of infection. The environment was clean and hygienic. Staff were regularly trained in infection control and observed policies and procedures. People told us the practice always appeared clean.

All staff were trained, supported and resourced to undertake their roles. People told us they felt well treated by competent professionals.

People were given information about how to complain. The provider systematically reviewed and responded to complaints.