We carried out this announced inspection on 28 June 2018 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

Church View Dental Practice is in Upminster in the London Borough of Havering. The practice provides NHS and some private treatment to patients of all ages.

The practice is situated on the first and second floor of a nineteenth century premises. We were told physical refurbishments to the building to make it accessible to patients in wheelchairs was not possible. The practice has made arrangements for patients with limited mobility who require support or wheelchair access to be treated at a neighbouring practice which has accessible facilities. The practice is situated close to public transport bus and train services.

The dental team includes the principal dentist, two associate dentists, three dental hygienists, three dental nurses and one trainee dental nurse. The clinical team are supported by a business manager, a practice manager and two receptionists. The practice has four 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 received feedback from 16 patients.

During the inspection we spoke with the principal dentist, one dental nurse, the business manager, the practice manager and one receptionist. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open:

Mondays, Wednesdays and Thursdays from 9am to 1pm and 2pm to 6pm.

Late evening appointments are available up to 7pm on alternate Wednesdays.

Tuesdays 9am to 1pm and 2pm to 7pm.

Fridays 9am to 12pm and 12.30pm to 4pm.

Our key findings were:

• The practice appeared 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 practice was providing preventive care and supporting patients to ensure better oral health.
• The appointment system met patients’ needs.
• The practice had effective leadership and culture of continuous improvement.
• 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.
• The practice had suitable information governance arrangements.

People felt they were respected and treated well. Treatments were explained clearly and that they were able to ask questions to clarify anything that was not clear.

People we spoke with told us that they felt they were respected and treated well. They said possible treatments were explained clearly and that they were able to ask questions to clarify anything that was not clear. They said there was a good system for booking appointments and they were given choice over appointment times to suit their convenience.

People told us that all staff, including dental staff were friendly and polite towards them. They also told us they did not have to wait long, either for an appointment when booking, or to be seen by a dentist on the day of the appointment.