We carried out this announced inspection on 5 May 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 Gables Dental Practice is located in a converted residential building in Guildford, Surrey and provides NHS and private treatment to patients of all ages. There are four treatment rooms, all of which are based on the ground floor and a separate decontamination room.

Although the practice does not have level access for people who use wheelchairs and have mobility problems they referred patients to other dental services locally that were suitable.

The dental team consists of three dentists (including the owner), four dental nurses (including one that has dual role as the practice coordinator), three dental hygienist therapists and three receptionists. The practice has four treatment rooms.

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 Gables Dental Practice was the principal dentist at the practice.

On the day of inspection we collected 41 CQC comment cards filled in by patients. This information gave us a completely positive view of the practice.

During the inspection we spoke with two dentists, three dental nurses and the practice coordinator who was also working on reception, a receptionist and the assistant practice manager. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open: Monday 8:30am to 8pm, Tuesday to Thursday 8:30am to 5pm and Friday 8:30am to 4:30pm.

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 practice had thorough staff recruitment procedures.
• 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.
• 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 did not speak with people using the service during our visit. However, we spoke with a number of people by telephone following our inspection. People we spoke with by telephone told us that the treatment they received at The Gables was discussed with them and that, where possible, options were offered.

One person told us that they had been referred to The Gables by a previous dental surgeon and, in being referred had fallen on their feet. They told us it was the best dentist they had been to.

People we spoke with told us that the premises were always clean and well presented and that they were extremely happy with the care delivered by The Gables