We carried out this announced inspection on 4 May 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 provided information which we took into account.

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

Eden Dental Practice is in Carlisle and provides private and NHS treatment to patients of all ages.

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

The dental team includes five dentists, a specialist oral surgeon, seven dental nurses, a trainee dental nurse and three receptionists. The practice has five treatment rooms.

The practice is owned by a company and as a condition of registration must have a person registered with the Care Quality Commission as the registered manager. Registered managers 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 registered manager at Eden Dental Practice was the principal dentist.

On the day of inspection we collected 40 CQC comment cards filled in by patients. This information gave us a positive view of the practice.

During the inspection we spoke with two dentists, three dental nurses, two receptionists and the principal dentist. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open:

Monday to Friday 09.00 – 17.00 and a Saturday 9.00 – 13.00 once a month.

The practice closes for lunch between 13.00 – 14.00 each day.

Our key findings were:

• The practice was 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 appointment system met patients’ needs.
• The practice had effective leadership. 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.

We were not able to speak to any patients during our visit but we did observe the way staff dealt with queries and payments for treatment received.

As the practice uses Denplan we were able to read some comments made during an internal patienrts' survey completed by an auditor from that company.

Comments included,

"The practice is operated friendly and eficiently".

"All the people I come into contact with are friendly and very patient".

"I feel I can trust my dentist to give me the right advice and treatment".

"There is a willingness from the dentist to explain everything".

"I always feel at ease because they take time to explain everything".

"The receptionists are welcoming and helpful".