We carried out this announced inspection on 25 April 2017 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

Woodford Dental Care is in the London suburb village of Woodford Green and provides NHS and private treatment to patients of all ages.

The practice is located on the first and second floor of a refurbished residential property and there is no level access for people who use wheelchairs and pushchairs. The practice had plans in place to relocate some of the dental services to the ground floor of the property.

Car parking spaces, including some for patients with disabled badges, are available near the practice in the station car park.

The dental team includes ten dentists, 12 dental nurses, five dental hygienists, a practice manager and two receptionists. The practice has six treatment rooms.

The practice is owned by an individual who is the principal dentist there. They have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the practice is run.

On the day of inspection we collected 20 CQC comment cards filled in by patients and spoke with three other patients. This information gave us a positive view of the practice.

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

The practice is open:

Mondays between 8am and 1pm and 2pm to 5.30pm

Tuesdays between 8.30am and 1pm and 2pm to 5.30pm

Wednesdays between 8.30am and 1pm and 2pm to 7pm (5.30 to 7pm for private appointments)

Thursdays between 8.30am and 1pm and 2pm to 6.30pm

Fridays between 8am and 1pm and 2pm to 5pm

The practice is open between 8am and 1pm on Saturdays for private treatments.

Our key findings were:

• The practice was clean and well maintained.
• The practice 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.
• The practice had suitable safeguarding processes and staff knew their responsibilities for safeguarding adults and children.
• The practice 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 appointment system met patients’ needs.
• The practice had effective leadership. 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 practice dealt with complaints positively and efficiently.

During our inspection, we spoke to four people who were attending appointments with their dentists. They all gave positive feedback about the care they received at the practice. One person told us they were, "very happy, the staff are all nice and kind." Another said, "I always receive good treatment, I have been coming here for years."

We observed four people receive treatment from their dentist. We found people were involved at all stages of their treatment and staff treated them in a professional manner and with kindness. We noted treatment plans and costs were discussed and people's choices about care were respected. People we spoke with told us they were happy with the advice and treatment they received. One person told us, "The dentist answered all my questions."

We found staff had received effective training in safeguarding vulnerable adults and children. The provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening.

We found there were enough suitably qualified, skilled and experienced staff to meet people's needs. We observed and saw evidence that there were sufficient numbers of staff on duty with the right competencies, knowledge, qualifications and experience to safeguard the health, safety and welfare of the people who use the service.

We found there was an effective complaints procedure in place. People we spoke to knew how and whom to approach if they needed to voice a concern or a complaint.

People told us that they were happy with the service provided and that their dignity was maintained and their privacy protected. They were encouraged to ask questions and felt staff had the time to answer their questions. People reported that staff were good at discussing all their treatment options.