We carried out an announced comprehensive inspection on 10 June 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

The Smile Studio Heston is located in the London borough of Hounslow in West London. It offers NHS and private dental care services to patients of all ages. The practice has been under new management since 2012.

The practice serves a mixed population with patients from varied backgrounds. The services provided included preventative advice and treatment and routine and restorative dental care as well as, invisible braces, six month smiles, smile makeovers and teeth whitening.

Facilities within the practice include three consultation rooms, waiting room, two administration offices and toilet facilities. All treatments were offered on the ground floor.

The practice has four dentists, one principal dentist who is the director, three dental nurses, one hygienists and a practice manager/receptionist and one administrative staff. The practice is open Monday to Friday from 08:30am to 18:00pm and on Saturdays 08:30- 16:00pm.

The principal dentist 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.

We spoke with four patients who used the service on the day of our inspection and reviewed 28 completed CQC comment cards. Patients we spoke with and those who completed comment cards were positive about the care they received from the practice. They commented they had no difficulties in arranging a convenient appointment and staff were caring, helpful and respectful. They also reported that the practice had undergone a lot of changes that they thought were good as far as they were concerned.

Our key findings were:

• The practice had systems to assess and manage risks to patients, including for infection prevention and control, health and safety and the management of medical emergencies.

• The practice carried out oral health assessments and planned treatment in line with current best practice guidance for example from the Faculty of General Dental Practice (FGDP). Staff received training appropriate to their roles and told us they felt well supported to carry out their work.

• Patients told us they were treated with kindness and respect by staff. Staff ensured there was sufficient time to explain fully the care and treatment they were providing in a way patients understood. Patients commented they felt involved in their treatment and that it was fully explained to them.

• Patients were able to make routine and emergency appointments when needed. There were clear instructions for patients regarding out of hours care.

• There were clearly defined leadership roles within the practice and staff told us they felt well supported and comfortable to raise concerns or make suggestions.