We carried out this announced inspection on 31October 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. A CQC inspector, who was supported by two specialist dental advisers, led the inspection.

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

Staffa Lodge Dental Group is a well-established practice that provides mostly NHS dentistry to patients of all ages. It is the largest practice operating in Ipswich and serves about 31,000 patients. The staff team consists of seven dentists, 11 dental nurses, seven hygienists, six receptionists and a practice manager. The practice has eight treatment rooms and is open on Mondays, Tuesdays Wednesdays and Fridays from 8.30am to 5.30 pm; and on Thursdays from 8.30am to 7.30pm. In addition to this, the practice opens one Saturday morning a month.

There is access for wheelchair and pushchair users at the rear of the building.

The practice is owned by a company 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 the practice is Christine Read, the practice manager.

During the inspection we spoke with two dentists, the practice manager, two dental nurses and three administration staff. We looked at the practice’s policies and procedures, and other records about how the service was managed. We collected 39 comment cards filled in by patients prior to our inspection and spoke with another three patients on the day.

Our key findings were:

• Information from 39 completed Care Quality Commission (CQC) comment cards gave us a positive picture of a friendly, caring and professional service.

• The practice was aware of the needs of the local population and considered these in how the service was run.

• The practice had good facilities and was well equipped to treat patients and meet their needs.

• The practice was clean and well maintained, and had infection control procedures that reflected published guidance.

• Patients’ needs were assessed and care was planned and delivered in line with current best practice guidance from the National Institute for Health and Care Excellence (NICE) and other published guidance.

• Members of the dental team were up-to-date with their continuing professional development and were supported to meet the requirements of their professional registration.

• There was a clear leadership structure and staff felt supported and valued by the practice manager and owners. Teamwork in the practice was strong and it was clear that staff were committed to providing a quality service to their patients.

• The practice proactively sought feedback from staff and patients, which it acted on to improve its service.

There were areas where the provider could make improvements. They should

• Review the practice’s system for the recording, investigating and reviewing of incidents or significant events with a view to preventing further occurrences and ensuring that improvements are made as a result

• Review the practice’s protocols for the use of rubber dams for root canal treatment giving due regard to guidelines issued by the British Endodontic Society.

• Review their responsibilities to the needs of people with a disability and the requirements of the Equality Act 2010 with respect to patients with hearing impairments by providing a hearing loop.