We carried out this announced inspection on 21 November 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.

We told the NHS England area team that we were inspecting the practice, they did not provide any information that we took into account.

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

Oasis Dental Care Southern - Hampton Hill is in London Borough of Richmond upon Thames and provides NHS and private treatment to patients of all ages.

There is level access for people who use wheelchairs and those with pushchairs. Car parking spaces are available near the practice.

The dental team includes seven dentists, four dental nurses, three dental hygienists, five receptionists and one practice manager. The practice has five treatment rooms.

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 was the practice manager.

On the day of inspection, we received feedback from 47 patients. This information gave us a positive view of the practice.

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

The practice is open:

• Monday - Thursday: 8:00am to 7:00pm

• Friday: 8:00am to 5:00pm

• Saturday: 9:00am to 1:00pm

Our key findings were:

• The practice was clean and well maintained.
• The practice had infection control procedures that 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, 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.

People using the service told us the treatment they had received and way it was provided were very good. People said "I have had a lot of work done and everything was explained to me from the receptionist to the dentist". "The Hampton Hill team have done a wonderful job and I can now eat with confidence". "An excellent service that I'm very satisfied with".

People confirmed they were told about treatment choices, any risks that might arise from treatments chosen and asked to sign that they consented to treatment before it took place. People felt treated with dignity and respect by staff and said they had received consultations and treatment privately.

People using the service did not tell us about the practice infection control systems, number of staff or complaints procedure, but did know there was one. They said they thought the practice was kept clean, tidy and was well maintained.

We found staff were approachable, knowledgeable and friendly. Records were up to date, easily accessible and showed us that there were good quality assurance monitoring systems. A staff member demonstrated how infection was controlled and cross contamination prevented. There were more than adequate numbers of qualified staff to meet people's needs and a fully functioning complaints procedure.