We carried out an announced comprehensive inspection on 8 August 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

Woodford House Dental Practice located in Woodford Green provides NHS and private dental treatment to patients of all ages.

Practice staffing consists of the principal dentist, two associate dentists, three hygienist, three dental nurses, two receptionists, clerical assistant and the practice manager.

The principal dentist is registered with the Care Quality Commission (CQC) as an individual registered person. 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 practice is open Monday 9am to 7pm, Tuesday 9am to 6pm, Wednesday 9.30am to 7.30pm, Thursday 9am to 6pm, Friday 8.30am to 4pm and every other Saturday 9am to

The practice facilities include five treatment rooms, reception area/ waiting areas, decontamination room, one office/consultation room and a staff room/kitchen.

We reviewed 85 CQC comment cards, the practice patient satisfaction survey and the NHS Friends and Family test comment cards. Patients were positive about the service. They were complimentary about the friendly and caring attitude of the staff.

Our key findings were:

• Patients were involved in their care and treatment planning so they could make informed decisions.

• There were effective processes in place to reduce and minimise the risk and spread of infection.

• 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).

• We found the dentists regularly assessed each patient’s gum health and took X-rays at appropriate intervals.
• Equipment, such as the autoclaves, fire extinguishers, and X-ray equipment had all been checked for effectiveness and had been regularly serviced.
• The practice had whistleblowing policies and procedure and staff were aware of these and their responsibilities to report any concerns.

• Patients were treated with dignity and respect and confidentiality was maintained.

• The practice had a procedure for handling and responding to complaints, which were displayed and available to patients.

• Governance systems were effective and there were a range of policies and procedures in place which underpinned the management of the practice.

• Patients had good access to appointments, including emergency appointments, which were available on the same day.
• The practice sought feedback from staff and patients about the services they provided and acted on this to improve its services.
• The practice had ensured that appropriate medicines, in line with British National Formulary and Resuscitation Council (UK) guidance, were available to respond to a medical emergency.

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

• Review its audit protocols to ensure audits of various aspects of the service, such as dental care records are undertaken at regular intervals to help improve the quality of service. Practice should also ensure that where appropriate audits have documented learning points and the resulting improvements can be demonstrated.

We spoke with several patients during our inspection. They all gave positive comments about the treatment they had received.

One patient said, “Brilliant practice. I have recommended it to other people before. I am very, very happy with the dentist.” Another patient said, “The dentist is very good. I am very pleased with the work that was done. I feel I am getting good quality care and good value for money.”

One patient gave this comment about the staff, “They are very polite and respectful. They are calm and, in an emergency, they always do their best to fit you in.”

The patients confirmed that their course of treatment and the costs involved had been explained to them. A patient said, “The dentist is very good. They take care of me. The treatment plan was explained to me and I was given an estimate of the cost involved.”

We found that the premises were hygienically clean. A patient remarked, “The place is very nice and clean. It was redecorated last year and looks so much better.”

Members of staff we spoke with had knowledge of the safeguarding procedures for the protection of vulnerable adults and children.

The practice had a quality monitoring system in place that included clinical audits and general servicing. The service followed Department of Health guidelines in regard to the decontamination process for dental instruments and followed the hygiene code of practice on the prevention and control of infection, also issued by the Department of Health.