We carried out this announced inspection on 5 October 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.

We told the NHS England area team and Healthwatch that we were inspecting the practice. They did not provide any information of concern.

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

Smile in Durham is located in Annfield Plain, Stanley and provides NHS and private treatment to adults and children.

There is level access for people who use wheelchairs and pushchairs. Car parking spaces are available near the practice.

The dental team includes two principal dentists, two associate dentists and three dental nurses who also carry out reception duties.

The practice has two treatment rooms, a dedicated sterilisation room and two waiting areas.

The practice is owned by an individual who is a 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 45 CQC comment cards filled in by patients which gave us a positive view of the practice.

During the inspection we spoke with three dentists and three dental nurses.

We looked at practice policies and procedures and other records about how the service is managed.

The practice is open: Monday – Friday 0900-1730

Our key findings were:

• The practice was clean, well maintained and had infection control procedures which reflected published guidance.
• Staff knew how to deal with emergencies and 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.
• 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 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.

We were not able to speak to people using the service because there were no patients at the time of our visit. We gathered evidence of people’s experiences of the service by reviewing feedback questionnaires the provider had asked people to complete as well as comments people had made about the practice on the National Health Service Choices website. We found people were satisfied with the care and treatments they received. Comments included,

“I was nervous about seeing the dentist but she was nice.”

“Very pleasant waiting room now it has been decorated.”

“Very pleasant staff.”

“I was seen on time.”

“Staff are helpful.”

“I had a very pleasant experience.”