We spoke with five people, including the parent of a child, who were receiving treatment at this dental practice. All of those people had many positive

comments to make about the service they received.

People told us that they felt they were given information about the treatment and cost. One person said, “They took the trouble to explain everything to me.”

People commented positively on the reminder system for appointments. People told us reception staff always contacted them by telephone or text message the day before their appointment. One person said, “The reception staff always let you know when the appointment is.”

The patients we spoke with were all positive about their experiences at this practice, and had no concerns about the service they received. People who had visited the practice for the first time said they were “very satisfied” and all the staff were “nice”.

One person told us that their spouse was registered there and commented, “It’s the first dentist he has ever felt comfortable with.”

Most people told us this practice had been recommended to them by other people. One person had travelled some distance to use the practice after their relative had recommended it.

We carried out this announced inspection on 26 September 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 and Healthwatch that we were inspecting the practice. They did not provide any information of concern.

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

Darlington dental health centre is located in Darlington, County Durham and provides NHS and private treatment to adults and children.

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

The dental team includes three dentists, four dental nurses, one dental hygienist, one dental hygiene therapist, two receptionists and a practice manager. The practice is part of a large group of dental practices and is overseen by both a senior manager and a regional manager.

The practice has three treatment rooms and a dedicated sterilisation suite.

The practice is owned by an individual who has a 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 collected 10 CQC comment cards filled in by patients which gave us a positive view of the practice.

During the inspection we spoke with two dentists, three dental nurses, the dental hygienist, a receptionist, the practice manager and the senior manager.

We looked at practice policies and procedures and other records about how the service is managed.

The practice is open:

Monday, Tuesday 8am -7pm

Wednesday, Thursday 8am – 5.30pm

Friday 8.45 am – 5pm

Saturday 8.45am – 2pm.

Our key findings were:

• The practice was clean, well maintained and had infection control procedures which reflected published guidance.
• Staff knew how to deal with emergencies and 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.
• 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 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.