We carried out an announced comprehensive inspection on 25 May 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

Pearl Dental Care Center is located in the London Borough of Brent and provides NHS and private dental treatment to both adults and children. The premises are on the ground and first floor and consists of four treatment rooms, a reception area and a dedicated decontamination room. The practice is open Monday, Tuesday and Thursday 8:30am – 5:30pm, Wednesday 8:00am – 5:30pm, Friday 8:00am – 2:00pm and Saturday 9:00am – 1:00pm.

The staff consists of two principal dentists, two associate dentists, five dental hygienists, four dental nurses and two receptionists.

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 46 CQC comment cards and the NHS Friends and Family test comment cards. Patients were positive about the service. They were complimentary about the friendly and caring attitude of the staff.

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

Our key findings were:

• There were appropriate equipment and access to emergency drugs to enable the practice to respond to medical emergencies. Staff knew where equipment was stored.
• Patients’ needs were assessed and care was planned in line with current guidance such as from the National Institute for Health and Care Excellence (NICE).
• We found the dentists regularly assessed each patient’s gum health and took X-rays at appropriate intervals.
• Patients were involved in their care and treatment planning so they could make informed decisions.
• There were effective processes in place to reduce and minimise the risk and spread of infection.
• The practice had effective safeguarding processes in place and staff understood their responsibilities for safeguarding adults and child protection
• Equipment, such as the autoclave (steriliser), fire extinguishers, and X-ray equipment had all been checked for effectiveness and had been regularly serviced.
• Patients were treated with dignity and respect and confidentiality was maintained.
• The practice had implemented clear procedures for managing comments, concerns or complaints.
• Patients indicated that they found the team to be efficient, professional, caring and reassuring.
• Patients had good access to appointments, including emergency appointments, which were available on the same day
• Leadership structures were clear and there were processes in place for dissemination of information and feedback to staff.

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

• Review the practice's recruitment policy and procedures to ensure character references for new staff as well as proof of identification are requested and recorded suitably.

Patients who used the dental practice spoke highly about the quality of dental service they received. They told us they were treated with respect and staff were welcoming and approachable. The patients we spoke to confirmed that they would recommend the dental practice to other people.

Patients told us the dentists informed them of how they could improve their dental health. They confirmed that they felt involved in decisions about their dental treatment and were provided with treatment options, which were explained to them in a way they understood.

Patients told us that all costs were made clear to them before treatment commenced and confirmed that they were asked for their consent prior to all their dental treatment.

Patients said their privacy and dignity were respected and the premises including the dental rooms were always very clean.

We saw there were arrangements for infection control checks and cleaning tasks to be carried out. Staff were knowledgeable regarding infection control and decontamination procedures for equipment and instruments used.

Comments from patients included “I am very happy with the dentist”, “I can get an appointment when I want”, “they always confirm appointments, I like that”, “I feel involved in my treatment”, “It’s always very clean here”, “before I came here I hated going to the dentist, but I have now changed my mind”, “they are all very professional”, and “I would recommend it”.