We carried out an announced comprehensive inspection on 29 March 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

Melbourne Dental Practice is located in a single storey building close to the centre of Melbourne in south Derbyshire. The practice was first registered with the Care Quality Commission (CQC) in August 2011. The practice provides regulated dental services to both adults and children. The practice provides mostly NHS dental treatment (60%). Services provided include general dentistry, dental hygiene, crowns and bridges and root canal treatment.

The practice’s opening hours are: Monday to Thursday: 8:30am to 5:20pm; Friday: 8:30am to 5pm. The practice closes for lunch between 1pm and 2pm. The practice does not open at weekends

Access for urgent treatment outside of opening hours is by telephoning the practice and following the instructions on the answerphone message. The practice provides emergency and out-of-hours cover as part of the local Derby emergency dental service.

The principal dentist is registered with the Care Quality Commission (CQC) as an individual. 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.

The practice has three dentists; five qualified dental nurses who also work on reception; one part-time decontamination nurse and one practice manager.

We received positive feedback from 39 patients about the services provided. This was through CQC comment cards left at the practice prior to the inspection and by speaking with patients in the practice.

Our key findings were:

• Patients expressed very positive views about the quality of care they received from all of the staff. Patients said they were treated with dignity and respect.
• Dentists assessed and identified the different treatment options, and discussed these with patients before treatment began.
• Patients’ confidentiality was maintained.
• There were systems in place to record accidents, significant events and complaints, and where learning points were identified these were shared with staff.
• The records showed that apologies had been given for any concerns or upset that patients had experienced at the practice.
• The practice followed the relevant guidance from the Department of Health's: ‘Health Technical Memorandum 01-05 (HTM 01-05) for infection control with regard to cleaning and sterilizing dental instruments.
• There was a whistleblowing policy accessible to all staff, who were aware of procedures to follow if they had any concerns.
• Records showed there were sufficient numbers of suitably qualified staff to meet the needs of patients.
• The practice had the necessary equipment for staff to deal with medical emergencies, and staff had been trained how to use that equipment. This included an automated external defibrillator, oxygen and emergency medicines.

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

• Review its responsibilities to the needs of people with a disability and the requirements of the Equality Act 2010 and consider purchasing a portable hearing induction loop to assist patients’ who wear a hearing aid.

People using the service were very happy with the care and treatment offered by the practice.

All of the people using the service reported that they had felt well informed about their course of treatment and that it was easy to get appointments including emergency ones.

One patient told us that “it’s a lovely practice to come to”. Another stated “Everyone is very friendly and they put you at ease”.

Although people's experiences were positive, we found concerns in relation to pre-employment checks of staff.