We carried out this announced inspection on 11 August 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 NHS England and Healthwatch that we were inspecting the practice. They did not provide any information.

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

The Grange Dental Surgery is located in Chichester. It provides NHS and private treatment to patients of all ages.

The practice is a grade two listed building located on two floors. There is one treatment room on the ground floor and one treatment room on the first floor. There is a patient waiting area. Parking is available close to the practice.

The dental team includes three dentists, three hygienists, five qualified dental nurses, two receptionists and a practice manager.

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 The Grange Dental surgery was the principal dentist.

On the day of inspection we collected 50 CQC comment cards filled in by patients and spoke with four other patients. This information gave us a positive view of the practice.

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

The practice is open: Monday and Tuesday from 8.30am to 6pm, Wednesday from 8.30am to 5.30pm, Thursday from 8.30am to 6pm and Friday from 8.30am to 5pm.

Our key findings were:

• The practice appeared 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 spoke with two people, who agreed to speak with us by telephone after our visit. They told us that they were happy with the service provided. One person told us, "Sometimes dentists can be too clinical. But at this surgery it is clean, efficient, and homely." Another person said, "I believe the surgery serves the community well, providing a friendly and efficient service."

They told us they were given enough information about their treatment options and the relevant fees. They had also been given time to consider the options before agreeing to treatment. They told us they were able to ask all the questions they wanted to. They also said the staff were friendly and welcoming. They informed us they were treated with respect and their privacy was maintained when receiving treatment.

We observed patients being met and attended to by reception staff when they arrived for their appointments. We saw that they, the dental nurses and dentists treated everybody with courtesy and respect.