We carried out an announced comprehensive inspection on 15 March 2017 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

Petre Dental Surgery provides a wide range of private dental treatments, including routine dental care, preventative treatments and cosmetic techniques. Two dentists, two dental hygienists/therapists and four dental nurses work at the practice. The practice is located in a new building situated just off a main road and has good parking space at the front of the building. All patient facilities are located on the ground floor and include five surgeries (three currently are in use for treatments), a reception/waiting area, decontamination room and a patient toilet. The practice has been fully adapted to provide access and facilities for patients with mobility needs.

The practice opening times are: Monday 09:00 – 19:00; Tuesday & Wednesday 09:00 – 18:00; Thursday 08:00 – 16:00 and Friday: 08:00 – 15:30.

The practice owner is the registered manager. A registered manager is a person who is registered with the Care Quality Commission (CQC) 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 37 CQC comment cards on the day of our visit; patients were extremely positive about the staff and standard of care provided by the practice. Patients commented that they were treated with dignity and respect in a clean and tidy environment by staff that were informative, friendly and made them feel at ease.

Our key findings were:

• The practice had a proactive approach to governance and quality assurance.
• The practice was well organised, visibly clean and free from clutter.
• An infection prevention and control policy was in place. Sterilisation procedures followed Department of Health guidance.
• The practice had systems for recording incidents and accidents.
• Practice meetings were used to provide staff with updates and to discuss the outcome of checks and audits.
• The practice had a safeguarding policy and staff were aware of how to escalate safeguarding issues for children and adults should the need arise.
• Staff received annual medical emergency training.
• Dental professionals provided treatment in accordance with current professional guidelines.
• Patient feedback was regularly sought and it was acted upon to improve the patient experience.
• Patients could access urgent care when required.
• Staff maintained their continuing professional development in accordance with their professional registration.
• A policy and procedure was in place for managing complaints.
• The practice was actively involved in promoting oral health.

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

• Review the protocol for completing accurate and detailed records relating to employment of staff ensuring recruitment checks, including references are suitably obtained and recorded.
• Review the availability of medical emergency equipment giving due regard to guidelines issued by the Resuscitation Council (UK) and the General Dental Council (GDC) standards for the dental team.
• Review responsibilities regarding the Control of Substance Hazardous to Health (COSHH) Regulations 2002 to ensure all documentation is up to date so that staff understand how to minimise risks associated with the use of and handling of these substances.

We spoke with three people using the service (patients) in the surgery, two members of staff and the dentist who was also the registered manager.

People felt all the staff treated them in a pleasant and respectful manner, and were good at making them feel comfortable and at ease. One person said, "All the staff are lovely, very professional but friendly" and, "It's a good atmosphere; they make you feel relaxed and comfortable". People's right to private discussions/consultations was upheld and there were rooms, other than the surgeries, where private discussions could take place. Patients felt they were given enough information about their treatment options, and the relevant fees, which enabled them to make choices about what option was best. They said the dentist discussed these things properly with them.

Patients told us they were very satisfied with their dental care and treatment. One said, I'm very happy with the service, I've never had any problems". Another said, "I have nothing negative to say about the service, it's always very good" and "He (the dentist) explains everything as he goes along". People confirmed they could see the dentist at short notice if needed and never had to wait in the surgery for their appointment.

Patients also thought the facilities and the premises were pleasant, modern, clean and hygienic. They had also observed the staff undertaking correct hygiene procedures such as hand washing and wearing gloves and face 'visors'.