We carried out an announced comprehensive inspection on 20 September 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

Walmley Dental Practice has two dentist partners who own this practice; there is also an associate and a foundation dentist, six qualified dental nurses who are registered with the General Dental Council (GDC), a trainee dental nurse, a part time dental therapist, a part time dental hygienist and an administration manager who also worked on the reception. The practice’s opening hours are 8.15am to 5.15pm on Monday, Tuesday, Thursday and Friday and 8.15am to 6pm on Wednesday. The reception area was open during lunchtime for patients to book appointments but dentists would not see patients during this time unless in an emergency.

Walmley Dental Practice provides NHS and private dental treatment for adults and children. The practice has three dental treatment rooms on the first floor. There is a separate decontamination room for cleaning, sterilising and packing dental instruments. There was also a reception and waiting area.

The registered manager was present during this inspection. 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.

Prior to this inspection we received 22 ‘share your knowledge’ forms providing positive feedback about this dental practice. We also sent Care Quality Commission comments cards to the practice before our inspection for patients to complete to tell us about their experience of the practice. We received 44 completed forms and we spoke with one patient during the inspection. Overall we received feedback from 67 patients. Patients provided an overwhelmingly positive view of the services the practice provides. All of the patients commented that the quality of care was very good.

Our key findings were

• Systems were in place for the recording and learning from significant events and accidents.
• There were sufficient numbers of suitably qualified staff to meet the needs of patients.
• Patients were treated with dignity and respect.
• The practice was visibly clean and well maintained.
• Infection control procedures were in place with infection prevention and control audits being undertaken on a six monthly basis. Staff had access to personal protective equipment such as gloves and aprons.
• There was appropriate equipment for staff to undertake their duties, and equipment was well maintained.
• The provider had emergency medicines in line with the British National Formulary (BNF) guidance for medical emergencies in dental practice.
• Staff had been trained to deal with medical emergencies.
• The appointment system met the needs of patients and waiting times were kept to a minimum.
• The practice was well-led and staff felt involved and worked as a team.
• Governance arrangements were in place for the smooth running of the practice and there was a structured plan in place to audit quality and safety beyond the mandatory audits for infection control and radiography.

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

• Review its responsibilities towards the needs of people with a disability and the requirements of the Equality Act 2010 and ensure systems are in place to assist those patients with hearing difficulties.
• Review the practice’s risk assessments to ensure that all contain a date of completion.
• Review the systems for recording personal development plans to ensure that all record a date of implementation and review.

Our visit was discussed and arranged with the practice a couple of days in advance. This was to ensure that we had time to see and speak to staff working at the practice, as well as people registered with the practice. We asked the staff at the practice to issue a questionnaire to some of the people who received a service. We received thirty completed questionnaires.

As part of our visit, we spoke with six people who were registered with the practice. We also spoke with the dentist and their staff about working at the practice.

People that used the practice told us that they were happy with the quality of treatment received. They felt they were given enough information about their treatment options and were able to ask all the questions they wanted to. Their comments included:

‘I have always had first class treatment.’

‘High standard and good staff.’

‘Very good at listening and explaining procedures.’

People who were very nervous about going to the dentist told us that the staff were friendly and patient with them. Staff reassured them throughout their treatment, putting them at ease.

People told us that the practice was clean and tidy and that they had no concerns about hygiene.