We carried out this announced inspection on 9 November 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.

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

Heckington Dental Practice is in Sleaford, a market town in Lincolnshire. It provides private treatment to patients of all ages.

There is level access for people who use wheelchairs and pushchairs. Car parking spaces, including those for patients who are disabled are available on site.

The dental team includes two dentists, two dental nurses, a receptionist and a practice manager. The practice manager divides their time across a total of three dental practices owned by the provider. The practice has two treatment rooms; both of these are on ground floor level.

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 Heckington Dental Practice is the practice manager.

On the day of inspection we collected 28 CQC comment cards filled in by patients. This information gave us a positive view of the practice. We did not receive any negative feedback about the practice.

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

The practice is open Monday, Tuesday, Thursday 8.40am to 1pm, 2pm to 5.45pm and Friday 8.40am to 1pm.

Our key findings were:

• Effective leadership from the provider and practice manager was evident.
• Staff had been trained to deal with emergencies, appropriate medicines and lifesaving equipment was readily available in accordance with current guidelines.
• The practice appeared clean and well maintained.
• The practice had infection control procedures which reflected current published guidance.
• The practice had effective processes in place and staff knew their responsibilities for safeguarding adults and children living in vulnerable circumstances.
• The practice had adopted a process for the reporting of untoward incidents and complaints and shared learning when appropriate. We found that a policy for incident reporting required implementing.
• Clinical staff provided dental care in accordance with the National Institute for Care Excellence (NICE) guidelines.
• The practice was aware of the needs of the local population and took these into account when delivering the service.
• Patients had access to routine treatment and emergency care when required.
• Staff received training appropriate to their roles and were supported in their continuing professional development (CPD) by the practice.
• The practice dealt with complaints positively and efficiently.
• Staff we spoke with felt supported by the provider and were committed to providing a quality service to their patients.

There were areas where the provider could make improvements. They should:

• Review the practice’s sharps procedures and ensure the practice is in compliance with the Health and Safety (Sharp Instruments in Healthcare) Regulations 2013.

• Review the practice’s protocols and procedures for promoting the maintenance of good oral health taking into account guidelines issued by the Department of Health publication ‘Delivering better oral health: an evidence-based toolkit for prevention’

Patients we spoke with said that treatment procedures were clearly explained to them. They were advised of the options and costs and supported to make an informed choice in their subsequent treatment.

They said they felt as though they were listened to and were encouraged to ask questions.

Patients told us that their care was centred on them individually and they felt safe.

They told us that they always found the surgeries very clean and that staff always wore protective clothing and gloves.