We carried out an announced comprehensive inspection on 23 June 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

Upwell Dental Centre provides NHS and private dental treatment to patients of all ages and is one of two practices owned by Wiese and Associates.

The practice manager 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.

There are eight dentists, 12 dental nurses, and one trainee dental nurse. Five receptionists support the business and practice managers. The dental nurses are responsible for the cleaning of the clinical areas of the practice; the practice employs two cleaners who clean all other areas daily.

The practice is located in the town of March and operates over two floors. On the ground floor there are four surgeries, reception, and waiting area making it accessible to wheelchair users. There is also an office area where dental care records are held, and a decontamination area. On the first floor there is a reception area, a further two treatment rooms, a room for developing X-rays, a decontamination area for cleaning, sterilising, and packing dental instruments. The practice manager’s office and staff room with staff changing facilities are located on this floor. There is a toilet suitable for disabled patients and there is free car park at the front of the building. There is a secure area for the storage of waste at the rear of the property.

We received feedback from 46 patients during the inspection process. We received positive comments about the cleanliness of the premises, the kindness, and responsiveness of staff and the quality of treatment provided. Patients told us that staff explained treatment plans to them well. Patients reported that the practice had seen them on the same day for emergency treatment.

Our key findings were:

• Patients were treated with dignity and respect and their confidentiality was maintained.
• The appointment system met the needs of patients and waiting times were kept to a minimum.
• Patients received clear explanations about their proposed treatment and its costs, benefits, and risks and were involved in making decisions about them.

• Staff had received safeguarding training and knew the processes to follow to raise any concerns.

• Staff had been trained to deal with medical emergencies and appropriate medicines and life-saving equipment were readily available and accessible.

• Infection control procedures were in place and staff had access to personal protective equipment.

• Patients’ care and treatment was planned and delivered in line with evidence based guidelines and current legislation.

• The practice staff felt involved in the running of the practice and worked as a team.

• Systems and risk assessments were in place to give oversight and ensure compliance with regulations.
• Regular audits were performed to manage performance, identify and mitigate risks, and encourage improvements.

People using the service told us that the dental practice was clean and tidy whenever they had visited. They told us they had been treated with respect and been made welcome at the surgery whenever they had attended for treatment. People said that they had been provided with information about the charges and the types of treatment that had been available to them.

In general people made complimentary remarks about each of the dentists working at the practice. One patient said,” They are so good I want to continue to be treated by them".