We carried out an announced comprehensive inspection on 8 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

Wathen Road Dental Practice is located in Dorking, Surrey. The premises are situated off the High Street on Wathen Road. There is a pay and display car park close to the practice for staff and patients. There are three treatment rooms, a reception and waiting area, a decontamination room and a toilet with disabled facilities. The treatment rooms in the practice reside on one level giving access for patients using a wheelchair or parents using prams.

The practice provides private dental services to adults and children. This includes a range of dental services including routine examinations and treatment, veneers and crowns and bridges. Two visiting dentists provide oral extractions and implant services.

The practice staffing consisted of the principal dentist (who was also the manager and the owner), three general dentists, two visiting dentists, two dental hygienists, five dental nurses and two receptionists. The dental team worked various part-time hours depending on the need.

The practice opening hours are Monday from 9:00am to 7:00pm, Tuesday and Wednesday from 8:30am to 5:00pm, Thursday from 8.00am to 5.00pm, Friday 9:00am to 3:00pm and Saturday from 9.00am to 1.00pm.

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 inspection took place over one day and was carried out by a CQC inspector and a dental specialist advisor.

Before the inspection we sent Care Quality Commission (CQC) comments cards to the practice for patients to complete to tell us about their experience of the practice. Twenty-seven people provided feedback about the service. Patients were very positive about the care they received from the practice. They were complimentary about the friendly and caring attitude of the dental staff and the dental treatment they received.

Our key findings were:

• Patients’ needs were assessed and care was planned in line with current guidance such as from the National Institute for Health and Care Excellence (NICE).

• There were effective systems in place to reduce and minimise the risk and spread of infection.
• The practice had effective safeguarding processes in place and staff understood their responsibilities for safeguarding adults and children living in vulnerable circumstances.
• Staff knew how to report incidents and keep records and the practice would use this information for shared learning.
• Equipment, such as the air compressor, autoclave (steriliser), fire extinguishers, and X-ray equipment had all been checked for effectiveness and had been regularly serviced.

• Patients indicated that they felt they were listened to and that they received good care from a helpful and caring practice team.
• The practice ensured staff maintained the necessary skills and competence to support the needs of patients.
• The practice had implemented clear procedures for managing comments, concerns or complaints.
• The provider had a clear vision for the practice and staff told us they were well supported by the management team.
• Governance arrangements and audits were effective in improving the quality and safety of the services.

Patients were given appropriate information and support regarding their care or treatment. Patients we talked with were very complimentary about the staff, the service and the treatment they had received. Patients said "I would thoroughly recommend this dentist” and “I always feel at ease".

We saw that patient's needs were assessed and care and treatment was planned and delivered in line with their individual treatment plan. Patients spoke positively about the practice. One patient said "Staff are friendly and respectful”. Other patients commented that the staff were professional, caring and excellent." The atmosphere within the practice was relaxed and friendly and we observed staff were caring and supportive in their approach to patients.

Patients were cared for by staff who were supported to deliver care and treatment safely and to an appropriate standard.

We found that the registered person had effective infection control procedures in place; Policies and procedures covered all areas of infection control from the decontamination process of the dental instruments to the practice environment to staff uniforms and personal protective equipment (PPE).

We found that the service regularly assessed and monitored the quality of the service provided. Patients and their representatives were regularly asked for their views and these were collated and analysed; the results were used to inform business improvement and patient experiences.