We carried out this announced inspection on 8 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 provided information which 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

Smile Dental Care Limited known locally as Bupa Dental Care – Bournemouth is in Kinson, Bournemouth and provides NHS and private treatment to patients of all ages.

There is level access for people who use wheelchairs and pushchairs. Car parking spaces, including for patients with disabled badges, are available near the practice.

The dental team includes eight dentists, one orthodontist, one practice manager, two dental nurses/receptionists, three dental nurses, one trainee dental nurse, one clinical lead, one dental hygienist, one receptionist and one clinical support lead. The practice has for 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 at Smile Dental Care Limited known locally as Bupa Dental Care – Bournemouth was the practice manager.

On the day of inspection we collected 30 CQC comment cards filled in by patients and spoke with six other patients. This information gave us a positive view of the practice.

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

The practice is open: Monday to Friday, excluding Tuesday 8am to 5pm. Tuesday 8am to 7pm and Saturdays by appointment only.

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.

There were areas where the provider could make improvements. They should:

• Review its responsibilities as regards the Control of Substances Hazardous to Health (COSHH) Regulations 2002 and ensure all documentation is up to date and staff understand how to minimise risks associated with the use and handling of these substances.

We spoke to four patients, all of whom were very complimentary about the practice. They felt that they were treated with respect and dignity. They told us that they were informed about the choices, costs, alternatives and possible outcomes of their treatment. One patient told us "Fantastic - a friendly caring practice" and another said "A fantastic practice". All of the patients told us they found the practice to be clean and comfortable and that they had never needed to complain.

We found from the comment questionnaires that we looked at that patients were in general very happy. One comment stated "We were made to feel very welcome" and another said "It was a very good experience for my first visit".

The practice was friendly, welcoming and informative. We saw that patients were listened to in all areas of the practice. The surgery was clean throughout and there was evidence of a well-supported staff.

We found that all patients were given sufficient information to give an informed consent, and the staff were well trained and caring.