We carried out an announced comprehensive inspection on 15 August 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.

Station Road Dental Practice is a mixed NHS and private practice in Loughton, Essex owned by two partners (Dr Sheth and Dr Vincent). The practice offers a range of general dental treatment, some orthodontics and implants. The premises are located on the ground and first floor and consist of three dental treatment rooms, a reception and waiting area and a designated decontamination room.

The staff at the practice consist of two principal dentists, a practice manager, a dental hygienist, two receptionists (one of whom is also a dental nurse) plus two additional dental nurses.

One of the principal dentists is the registered manager. A registered manager is a person who is registered with the Care Quality Commission 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.

Our key findings were:

• There was an induction programme for staff to follow which ensured they were skilled and competent in delivering safe and effective care and support to patients.

• The practice ensured staff maintained the necessary skills and competence to support the needs of patients.

• There were effective systems in place to reduce the risk and spread of infection. We found the treatment rooms and equipment were visibly clean.

• There were systems in place to check equipment had been serviced regularly, including the dental air compressor, autoclaves, fire extinguishers and the X-ray equipment.

• We found the dentist and dental hygienist regularly assessed each patient’s gum health and the dentist took X-rays at appropriate intervals.

• The practice kept up to date with current guidelines when considering the care and treatment needs of patients.

• The practice placed an emphasis on the promotion of oral and general health and the prevention of dental disease. Appropriate information and advice was available according to patients’ individual needs.

• Staff had been trained to handle emergencies and appropriate medicines and life-saving equipment were readily available.

• Patients received comprehensive assessments of their oral health needs. They were given clear explanations about their proposed treatment, and its costs, benefits and risks and were involved in making decisions about it.

• Patients were treated with dignity and respect and confidentiality was maintained.

• The appointment system met the needs of patients and waiting times were kept to a minimum.

• There was an effective complaints system and the practice was open and transparent with patients if a mistake had been made.

• Staff demonstrated knowledge of the practice whistleblowing policy and were confident they would raise a concern about another staff member’s performance if it was necessary.

• At our visit we observed staff were kind, caring, very welcoming and worked well as a team.

• There was an effective system in place to act on feedback received from patients and staff.

We reviewed 22 Care Quality Commission (CQC) comment cards that had been completed by patients prior to our inspection. Common themes were patients felt they received excellent care from staff who were caring, friendly, professional and put them at their ease.

We spoke with three people using the service. They told us they were given clear information about their planned treatment and the estimated costs. They said that they were asked for their consent before any treatment was given. We saw evidence of this in the patient records that we looked at.

People also told us that they were satisfied with the treatment they received at the service. One person said, “The staff are very friendly and I have no fear. The provider is the best dentist I have ever had, very gentle and I am very happy with the treatment I have had here.”

People were protected from the risk of abuse because the provider had systems in place to recognise and report any incidents of abuse. Staff were aware of what their responsibilities were in relation to safeguarding vulnerable adults and children.

Staff were suitably trained and supported to deliver care and treatment safely and to an appropriate standard.

There was an effective complaints system in place available. Comments and complaints people made were responded to appropriately.