We carried out an announced comprehensive inspection on 21 July 2015 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

Courtyard Dental Practice offers private and NHS dental care services to patients of all ages. The services provided include preventative advice and treatment, routine restorative and a full range of private dental options, for example implants. The practice has three surgeries and two waiting areas; these are situated on the ground floor and basement. The practice is open Monday to Friday 8.30am to 5pm and Saturday 8.30am to 1.00pm. The premises are wheelchair accessible and arrangements have been made for patients to be seen on the ground floor.

The practice has four dentists, one that works part time and offers implant services. They are supported by two dental hygiene therapists, dental nurses, receptionists and a practice manager. The principal dentist is the registered manager. A registered manager is a person who is registered with the Care Quality Commission to manage the service. 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.

Our key findings were:

• The practice recorded and analysed significant events and complaints and cascaded learning to staff.
• Where mistakes had been made patients were notified about the outcome of any investigation and given a suitable apology.
• There were effective systems in place to reduce the risk and spread of infection.
• There were systems in place to check all equipment had been serviced regularly.
• Staff had received safeguarding and whistleblowing training and knew the processes to follow to raise any concerns.
• Patient’s care and treatment was planned and delivered in line with evidence based guidelines, best practice and current legislation.
• The practice ensured staff maintained the necessary skills and competence to support the needs of patients.
• There were sufficient numbers of suitably qualified staff to meet the needs of patients.
• Staff had been trained to handle emergencies and appropriate medicines and life-saving equipment were readily available.
• Patients received clear explanations about their proposed treatment, costs, benefits and risks and were involved in making decisions about it.
• Patients were treated with dignity and respect and confidentiality was maintained.
• The appointment system met the needs of patients and waiting times were kept to a minimum.
• There was an effective complaints system and the practice was open and transparent with patients if a mistake had been made.
• The practice was well-led and staff felt involved and worked as a team.
• Governance systems were effective and there was a range of clinical and non-clinical audits to monitor the quality of services.
• The practice sought feedback from staff and patients about the services they provided.

People were given appropriate information and support to enable them to make decisions about their treatment. People’s privacy, dignity and confidentiality was respected. The practice provided access for people who had mobility needs.

People’s needs were assessed and care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. Both people we spoke to told us they were very happy with the service they received at this practice. One person told us, “...the staff are so nice. They always play relaxing music. I’ve had to have a lot of treatment and it’s cost a lot, but it’s been really worth it.” Another person told us that they were impressed with the way the dentist always explained the treatments to their children and let them see what the equipment did before they used it.

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.

Improvements were needed with regard to staff checks carried out by the provider as one of the five staff records that we looked at showed that the person’s criminal record had not been checked. The provider had started to address this shortfall prior to our inspection.

There was an effective complaints system available. Comments and complaints people made were responded to appropriately.

We spoke with two people who use the service. Both said that they had been fully informed about the treatment options and prices. They had been made to feel comfortable and that the dentists had answered their questions fully. They were both pleased with the outcomes of their treatments.