We carried out an announced comprehensive inspection on 4 July 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

South Bank Dental Cares located in the London Borough of Southwark and provides both general private and NHS dental services. The practice also provides minor oral surgery. The opening hours for the practice were Monday, Wednesday and Thursday 9am to 5pm, Tuesday 9am to 7.45pm and Friday 9am to 2pm.

The premises consists of three treatment rooms, a decontamination room and a waiting area.

The practice comprises of a principal dentist, three dentists, three dental nurses, a trainee nurse and a receptionist.

The principal dentist is registered with the Care Quality Commission (CQC) as an individual. 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.

During the inspection we asked patients to complete CQC comment cards. We received 31 comment cards back from patients and spoke with three patients on the day of the inspection. The patients who provided feedback were positive about the care and treatment they received at the practice. They told us they were involved in all aspects of their care and found the staff to be caring, friendly and helpful and they were treated with care, dignity and respect.

Our key findings were:

• There were effective processes in place to reduce and minimise the risk and spread of infection.
• Patients’ needs were assessed and care was planned in line with best practice guidance such as from the National Institute for Health and Care Excellence (NICE) .Patients were involved in their care and treatment planning.
• There was appropriate equipment for staff to undertake their duties and equipment was well maintained.
• Staff were trained in and there was appropriate equipment for them to respond to medical emergencies.
• Patients told us that staff were caring and treated them with dignity and respect.
• Patients indicated that they felt they were listened to and that they received good care from a helpful and caring practice team.
• There were processes in place for patients to give their comments and feedback about the service including making complaints and compliments.
• There were good governance arrangements and an effective management structure.

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

• Review the protocols for obtaining and maintaining accurate, complete and detailed records relating to staff employed for the purpose of carrying on the regulated activities, giving due regard to current legislation and guidance.

People using the service told us that they were satisfied with their treatment and how it was provided. They said "Very happy with the treatment and reception". "This is a great practice, I've been coming here fifty years". During consultation the treatment needed, cost and alternatives were fully explained. People were also told about any risks that the treatment might incur and required to sign consent to treatment. One person using the service told us "This is the best practice I've ever been to". They felt treated with dignity, respect and had received consultations and treatment in a way that maintained their privacy. Someone told us "I have recommended this practice to all my friends". They did not comment on the practice infection control systems. They did tell us that they thought the practice was kept clean, tidy and they felt safe using the service. They were also aware of the complaints procedure.

We saw during our visit that staff were very professional and knowledgable. The practice was clean and there were effective infection and cross contamination control systems in place. Records were kept up to date and there was a complaints procedure that was available to people using the service.