We carried out this announced inspection of Lowestoft 2 Dental under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. We planned the inspection to check whether the registered provider was meeting the legal requirements in the Health and Social Care Act 2008 and associated regulations. A CQC inspector, who was supported by a specialist dental adviser, led the inspection.

To get to the heart of patients’ experiences of care and treatment, we always ask the following five questions:

• Is it safe?

• Is it effective?

• Is it caring?

• Is it responsive to people’s needs?

• Is it well-led?

These questions form the framework for the areas we look at during the inspection.

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 well-led care in accordance with the relevant regulations.

Background

Lowestoft 2 Dental is a well-established practice that provides mostly NHS treatment to patients of all ages. The dental team includes three dentists, five qualified dental nurses, a hygienist, one receptionist and a practice manager. A specialist visits about every three weeks to provide implants to patients.

The practice has three treatment rooms and is open on Mondays to Fridays from 8.30am to 5.30pm. In addition to this, it opens on alternate Saturday mornings from 9am to 1pm. There is ramp entry access for people who use wheelchairs and a downstairs treatment room and toilet.

The practice is owned by Southern Dental and, as a condition of registration, must have a person registered with the Care Quality Commission as the registered manager. Registered managers 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 registered manager at Lowestoft 2 is the practice manager.

During the inspection, we spoke with two dentists, one dental nurse, a receptionist and the practice manager. We looked at the practice’s policies and procedures, and other records about how the service was managed. We collected 29 comment cards filled in by patients; we also spoke with another two during our inspection.

Our key findings were:

• Patients were very happy with the quality of their treatment and the staff who delivered it.
• The practice had systems to help ensure patient safety. These included safeguarding children and adults from abuse, maintaining the required standards of infection prevention and control, and responding to medical emergencies.
• Risk assessment was robust and action was taken to protect staff and patients.

• Patients received their care and treatment from well supported staff, who enjoyed their work.

• Opening times were good and the practice offered extended hours on alternate Saturdays.

• Patients’ needs were assessed and care was planned and delivered in line with current best practice guidance from the National Institute for Health and Care Excellence (NICE) and other published guidance. Members of the dental team were up-to-date with their continuing professional development and supported to meet the requirements of their professional registration.

• There was a clear leadership structure and staff felt supported and valued by the practice manager. The practice proactively sought feedback from staff and patients, which it acted on.

There were areas where the practice could make improvements.

• Review the practice’s protocols for the use of rubber dam for root canal treatment giving due regard to guidelines issued by the British Endodontic Society