We carried out a visit to Dentalcare Pangbourne on 9 February 2015 because we had received information of concern relating to standards of cleanliness at the practice. During the visit we spoke with the owner of the practice, the practice manager and two of the four staff working on the day. We did not speak with patients because it was not appropriate to the regulations under review.

We found the standards of general cleanliness in both general areas and the dentists’ surgery rooms was unsatisfactory and cleaning equipment in use was not fit for purpose. However, the practice took immediate action to improve the standards and we received evidence that confirmed the action had been taken. A deep clean of surgery rooms was undertaken and new cleaning equipment was purchased.

The practice had gone through a period of management change and staff we spoke with told us the support they received when starting work at the practice had been inconsistent. However, support to staff was improving.

The patients we spoke with were happy with the service provided by Dentalcare Pangbourne.

People felt they had been consulted about their treatment needs, informed of the options and about the costs. People’s consent to treatment and their medical history were recorded.

Patients found the staff friendly and said that the dentists were gentle and good with people who might have a fear of visiting the dentist.

The staff maintained appropriate infection control measures and the new manager had made improvements to how these were recorded and audited. The practice manager was registered at another of the provider’s dental practices but was about to apply to become registered manager at the Pangbourne surgery as well.

Staff had received appropriate ongoing training to perform their role and were given guidance on how to do so.

The provider could further promote the seeking of feedback from patients to enable them to obtain more structured feedback on the performance of the practice.