We carried out an announced comprehensive inspection on 24 November 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

The dental centre is situated in Washington, Tyne and Wear and provides predominantly NHS treatment to patients of all ages. The practice is located in a two-storey building with five treatment rooms spread over both floors. There are two waiting areas on the ground floor, a further waiting area on the upper floor, a dedicated decontamination room for sterilising dental instruments, staff kitchen and storage rooms. Car parking is available on the side-streets near the practice and dedicated disabled bays are located in front of the premises. Access for wheelchair users or pushchairs is possible via the step-free ground floor entrance.

The practice is open:

Monday, Wednesday, Thursday 0900-1730; Tuesday 0900-1800; Friday 0900-1300.

The dental team is comprised of the principal dentist, four dentists, a practice manager, seven dental nurses/ receptionists and one trainee dental nurse

The practice is actively involved in training programmes such as vocational training for newly qualified dentists and teaching student dental nurses.

The practice owner is registered with the Care Quality Commission (CQC) as an individual. 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.

We reviewed 50 CQC comment cards on the day of our visit; patients were very positive about the staff and standard of care provided by the practice. Patients commented they felt involved in all aspects of their care and found the staff to be helpful, respectful, friendly and were treated in a clean and tidy environment.

Our key findings were:

• The practice was well organised, visibly clean and free from clutter.
• An Infection prevention and control policy was in place. We saw the sterilisation procedures followed recommended guidance.
• The practice had systems for recording incidents and accidents.
• Practice meetings were used for shared learning.
• The practice had a safeguarding policy and staff were aware on how to escalate safeguarding issues for children and adults should the need arise.
• Staff received annual medical emergency training. Equipment for dealing with medical emergencies reflected guidance from the resuscitation council.
• Dental professionals provided treatment in accordance with current professional guidelines.
• Patient feedback was regularly sought and reflected upon.
• Patients could access urgent care when required.
• Dental professionals were maintaining their continued professional development (CPD) in accordance with their professional registration.
• Complaints were dealt with in an efficient and positive manner.

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

• Review the practice’s policy and recruitment procedures to ensure the recruitment arrangements are in line with Schedule 3 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 and necessary disclosure and barring checks are made for all staff.

We spoke with three people who used the service. The people who used the service were very complementary of the service and the dentists, nurses and others who worked there. People told us the staff were always helpful and conducted themselves in a professional manner. One person told us, “I have never heard any adverse comments about this surgery”. Another person told us, “Considering my initial fear of dentists when I was in my teens, I am now very confident coming here”. “They make you feel comfortable and they are very re-assuring”. One person told us, “I have never felt so much at ease when I am here. They put you at ease I can only say they are very good”.

People told us that their appointments were convenient to them and they had no problems changing their appointments if their circumstances changed. People described the service as “very good”. People also told us that during their treatment procedures, the dentists took their time to explain things to them and also explained the treatment options open to them