We carried out this announced inspection on 29 November 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

Pinn Dental Practice is in the London Borough of Harrow and provides NHS and private treatment to adults and children.

There is access for people who use wheelchairs and those with pushchairs. Fee paying car parking spaces are available near the practice.

The dental team includes one principal dentist, five associate dentists, an oral surgeon, a specialist prosthodontist, a specialist endodontist, a specialist periodontist, five nurses, two hygienists, one receptionist and an administrator

The practice is owned by an Organisation and as a condition of registration must have a person registered with the Care Quality Commission as the registered manager. Registered managers have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the practice is run. The registered manager at Pinn Dental Practice was the principal dentist.

On the day of inspection, we collected 21 CQC comment cards filled in by patients.

During the inspection we spoke with the principal dentist, one associate dentist, a hygienist, two dental nurses and the receptionist. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open:

• Monday, Tuesday and Friday 9am- 5pm
• Wednesday 9am – 8pm
• Thursday 9am – 6pm
• Saturday 9am -3pm

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 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 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 a 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.

We spoke to people who used the service and examined the comments and complaints book. People said: "it's a good service" and "the practice is good, dentist is excellent".

We found that people who used the service were respected and treated according to their individual needs. People were treated in an environment that was safe and protected them from the risk of infection. There were effective and appropriate infection control procedures in place and staff had training to ensure they could deal with emergencies that may have arisen.

People who used the service were able to complain about the service if they wanted to, either verbally or through the complaints procedure.

Staff had training to ensure their skills had been updated but did not have appraisals to discuss their performance or needs for professional development. People who used the service or who worked in the service were able to express their views in an evironment that respected their individual needs.