We carried out this announced inspection on 11 April 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. The inspection was led by a CQC inspector who was supported by a specialist dental adviser.

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

The Elms Dental Practice is in Northampton and provides NHS and private treatment to patients of all ages.

There is level access for people who use wheelchairs and pushchairs. Car parking spaces are available in front of the practice.

The dental team includes nine dentists, nine dental nurses, one dental hygienist, five receptionists and a practice manager. The practice has eight treatment rooms.

The practice is owned by Rodericks Dental Limited 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. At the time of the inspection the practice did not have a registered manager in post.

On the day of inspection we collected 30 CQC comment cards filled in by patients. This information gave us a positive view of the practice.

During the inspection we spoke with four dentists, three dental nurses two receptionists the practice manager, a visiting practice manager within the group and an area manager within the group. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open: Monday, Tuesday and Friday from 8 am to 5.30 pm. Wednesday from 8 am to 6.30 pm. Thursday from 8 am to 7.30 pm and alternate Saturday mornings from 8.30 am to 12.30 pm.

Our key findings were:

• The practice was clean and well maintained.

• The practice had infection control procedures which reflected published guidance.

• Staff knew how to deal with emergencies. Appropriate medicines and life-saving equipment were available.
• The practice had systems to help them manage risk.
• The practice had suitable safeguarding processes and staff knew their responsibilities for safeguarding adults and children.
• The clinical staff provided patients’ care and treatment in line with current guidelines.
• Staff treated patients with dignity and respect and took care to protect their privacy and personal information At the time of the inspection the practice had not taken steps to prevent unauthorised access to patient records; although they were sited away from patient areas of the practice.

• The appointment system met patients’ needs.

• The practice had effective leadership. Staff felt involved and supported and worked well as a team.

• The practice asked staff and patients for feedback about the services they provided.

• The practice dealt with complaints positively and efficiently.

We spoke with six people who used the service and found that five people were happy with the service they received. We found that the dentist clearly explained their findings and involved people in making decisions about their treatment. One person told us, "It is always my decision whether to have any further treatment but I know what will happen if I don't have the treatment".

We found that the service had suitable arrangements in place to obtain consent and to ensure people were involved with their care and treatment. We found the practice to be clean and there were appropriate cleaning arrangements in place. We also found that the provider carried out appropriate background checks on staff and there was a complaints procedure in place.