We carried out an announced comprehensive inspection on 16 March 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

Copperhouse Dental Surgery is located in the coastal town of Hayle in Cornwall. The practice has level access and is situated entirely on the ground floor of a building on a main road. There are two treatment rooms, a decontamination room and a reception and waiting area.

The practice provides NHS dental services to approximately 4,000 adults and children. The practice offers a range of dental services including routine examinations and treatment, veneers crowns and bridges.

The staff structure of the practice consists of two principal dentists, two dental nurses, and a team of receptionists.

The practice opening hours are Monday from 9.00am to 5.00pm, Monday to Friday. Outside of these hours a service is available via the 111 out of hour’s service. These details are displayed at the entrance to the practice, and are visible from the outside the practice when the practice is closed.

The principal dentists are registered with the Care Quality Commission (CQC) as individuals. 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 with telephone access to a dental specialist advisor.

Twenty eight patients provided feedback about the service. Patients were positive about the care they received from the practice. They were complimentary about the friendly, professional 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 knew how to report incidents and how to record details of these so that the practice could use this 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 were in place for the smooth running of the practice.

We spoke with nine patients during our inspection. All of the patients we spoke with were complementary about the care they received, however the majority of patients also commented that the dentists regularly ran late. Comments included, “It’s cool”, “the dentist is really good” and “25 minutes late but I don’t mind because it’s because they are spending the time.”

People’s views and experiences were taken into account in the way the service was provided and people experienced care and treatment that met their needs.

People who used the service were protected from the risk of abuse, because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening.

People were protected from the risk of infection because appropriate guidance had been followed.

People were cared for, or supported by, suitably qualified, skilled and experienced staff.

We visited Copperhouse Dental Surgery because we had received concerning information. People told us they had not received a good service when they had been in pain and had not been treated with courtesy. A special dental advisor joined us to help us evaluate the practice.

When we visited, we spoke with both the dentists and two staff members on duty. We toured the premises. After the visit we spoke by phone with eight people who had used the service recently.

People told us they were satisfied with their dental care. People said their dentist explained to them the treatment they needed. One person said, “They are all very polite, it is a happy surgery. The dentist greets me with a smile.” We found that dental treatment provided was good. People were pleased that an NHS dental service was provided in ground floor premises in Hayle.

We saw that the waiting room was very small. The reception desk took up much of the space and people sitting in the twelve chairs were very close to each other. One person said, “There is no privacy, that is my biggest complaint, because of the building. It must be difficult when large families come, as there is no toilet.” Another person said, “I would prefer to talk to the receptionist somewhere else”.