We carried out an announced comprehensive inspection on 9 December 2015 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.

Sundon Dental Practice is a general dental practice in Leagrave, Bedfordshire offering NHS and private dental treatment to adults and children.

The premises are located on the ground and first floor and consist of four treatment rooms, a reception area, two waiting rooms and a decontamination room which housed the autoclave (steriliser).

The staff at the practice consist of a practice manager, five associate dentists, four dental nurses and a trainee dental nurse. The practice is owned by two dentists who, although they are based at another or their dental practices, provide ongoing support to the practice team.

The practice manager 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 a detailed induction and training 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, oxygen cylinder and the X-ray equipment.

• We found the dentists regularly assessed each patient’s gum health and 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 a strong emphasis on the promotion of oral and general health. 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 clear explanations about their proposed treatment, 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 and professional. Many staff had worked at the practice for a long time and demonstrated they knew patients well when they greeted them.

• We received feedback from 34 patients. Comments included people felt they received excellent care from a practice team who were very friendly and caring and who listened to and understood their individual needs..

• There was an effective system in place to act on feedback received from patients and staff.
• There were systems in place to assess, monitor and improve the quality of service provided.

We spoke with five people who used the service. People said they were provided with information about the treatment and the cost of the various treatments. People told us they were satisfied with the care and treatment provided. One person said, “I have been coming here for years I am very satisfied with the treatment”. Another person said, “I am so pleased with the service I receive I have introduced my family members to the practice”

We found that people’s needs were assessed and care and treatment was planned and delivered in line with their individual care plan. People said that the practice was comfortable and accommodating. Appointments were flexible to meet their needs. One person said, “Staff always try to fit you in. I rang Tuesday for an appointment and I am here today”. It was evident the service had a system in place to ensure requests for appointments were provided within two to three days.

There were effective systems in place to reduce the risk and spread of infection. People said, “The practice was very clean and tidy”.

There were systems in place to deal with comments and complaints including providing people who used the service with information about that system.

We found that the service’s recruitment procedures were not consistent. Some staff were employed without the appropriate checks undertaken.