We carried out this announced inspection on 27 September 2018 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. The inspection was led by a CQC inspector who was supported by a specialist dental adviser.

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 providing well-led care in accordance with the relevant regulations.

Background

Willowbrook Dental Practice is in Leicester and provides NHS and private treatment to adults and children.

There is level access for people who use wheelchairs and those with pushchairs. There are no car parking facilities at the practice; there is free on street parking near to the practice.

The dental team includes three dentists, one specialist orthodontist, three dental nurses, one trainee dental nurse, one dental hygiene therapist and two receptionists. A practice manager is also employed. The practice has three treatment rooms; two of which are on the ground floor.

The practice is an approved training practice for dentists new to general dental practice. The principal dentist is a trainer.

The practice holds a contract with NHS England to provide orthodontic treatment. They accepted referrals from other practices to provide this service.

The practice had recently expanded its patient list because of a nearby practice closing its NHS dental service.

The premises was currently undergoing development and expansion. The provider was making significant investment in the premises and this included consideration of those patients with disabilities and mobility problems.

The practice is owned by a company 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 Willowbrook Dental Practice is the principal dentist.

On the day of inspection we collected 26 CQC comment cards filled in by patients.

During the inspection we spoke with three dentists, one dental nurse, two receptionists and the practice manager. We looked at practice policies and procedures, patient feedback and other records about how the service is managed.

The practice is open: Monday to Thursday from 9am to 5.30pm and Friday from 9am to 1pm.

Our key findings were:

• The practice appeared clean and well maintained.
• The provider had infection control procedures which reflected published guidance.
• Staff knew how to deal with emergencies. Appropriate medicines and life-saving equipment were available.
• The practice had systems to help them manage risk to patients and staff.
• The practice staff had suitable safeguarding processes and staff knew their responsibilities for safeguarding vulnerable adults and children.
• The provider had thorough staff recruitment procedures.
• The clinical staff provided patients’ care and treatment in line with current guidelines.
• Staff treated patients with dignity and respect and took care to protect their privacy and personal information.
• The provider was providing preventive care and supporting patients to ensure better oral health.
• The appointment system met patients’ needs.
• The practice had effective leadership and culture of continuous improvement.
• Staff felt involved and supported and worked well as a team.
• The practice asked staff and patients for feedback about the services they provided.
• The provider dealt with complaints positively and efficiently.
• The provider had suitable information governance arrangements.

We spoke with three people who were using the service. One person told us that they had been using the service for over twenty years and were now bringing their children. They said they were pleased with the orthodontic treatment their child was receiving. Another person told us that the reception staff were "very nice and helped me understand as my English is not good". They added that the service was "good, that's why I'm here".

We saw that staff were welcoming and friendly to people entering the service. People told us that they were pleased with the service. Staff took time to explain treatment options which were detailed in treatment plans. Patients who opted for private treatment were aware of how much they would have to pay. NHS fee levels were on display.

We found that staff practised appropriate levels of hygiene and infection control to minimise the risks to patients and themselves. People told us they were given protective equipment to use and that staff always wore gloves and other protective equipment.

People told us they knew how to make complaints and how to make their views known to the service.