We carried out an announced comprehensive inspection on 12 September 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

Bourne Hall Dental Practice is situated within a large medical centre that provides the services of doctors, dentists, podiatrists, chiropodists, diabetes screening, auditory services and mother and baby clinics. There is a large car park within the premises with allocated bays for blue badge holders.

The practice is located on the first floor of the building. There is a lift accessible to patients particularly for patients using a pram or have limited mobility. There are four treatment rooms, a reception area and a waiting area. Staff share kitchen and toilet facilities within the building.

The practice provides NHS and private services to adults and children. The practice offers a range of dental services including dental hygienists, routine examinations and treatment, veneers and crowns and bridges.

The practice staffing consisted of two principal dentists (who were also the owners), three associate dentists (including one that was completing foundation training), one visiting specialist oral surgeon, two dental hygienists, five dental nurses and two receptionists.

The practice opening hours were Monday to Thursday 8.00am to 5.45pm and Fridays 8.30am to 5.15pm.

One of the principal dentists 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. We collected 40 completed cards. Patients were positive about the care they received from the practice. They were complimentary about the friendly and caring attitude of the dental staff.

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 reported incidents and kept records of these and discussed 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 robust and effective in improving the quality and safety of the services.