We carried out an announced comprehensive inspection on 20 July 2015 to ask the practice the following key questions; Are services safe, effective, caring, responsive and well-led?

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.

We carried out an announced comprehensive inspection of Holly House Dental Practice on 20 July 2015. The inspection took place over one day and was undertaken by a Care Quality Commission (CQC) inspector with remote access to a specialist dental advisor.

Holly House Dental Practice is located in the Woodley area of Stockport. The practice is owned by Dr Sarah Hussain (principal dentist) and provides mostly (70%) NHS primary dental care and a small amount (30%) of private dentistry to patients in and around the Stockport area.

The principal dentist is the registered provider for the practice. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the practice is run.

There were three dentists at this practice supported by two dental hygienists, six dental nurses and a receptionist who is also a registered dental nurse. The practice occupies the ground floor of the building. There was a reception and waiting area, a patient toilet, two treatment rooms, a dedicated decontamination room, office, staff toilet and a kitchen. The waiting room had a selection of health promotion leaflets for patients to read and/or take away. A range of products were available for people to purchase such as; toothbrushes, toothpaste and mouthwash.

We received feedback from 13 patients who completed our comment cards and we spoke with seven patients during the inspection. Patients were complimentary about the staff at the practice and gave positive comments about the quality of the treatment they received. Patients told us and we observed that staff were helpful, polite and respectful. The patients we spoke with told us the dentists explained in detail their treatment options and they were always informed of the cost of treatment.

Our key findings were:

• Patients were able to make routine and emergency appointments when needed. There was information for patients regarding accessing emergency treatment outside practice opening hours.

• Patient’s needs were assessed and care was planned and delivered in line with current best practice guidance. There was promotion of patient education to ensure good oral health.

• The practice assessed and managed risks to patients such as; medical emergencies, infection prevention and control and health and safety. Staff had been trained to handle medical emergencies and appropriate medicines and equipment were readily available.

• Staff received training appropriate to their roles and further training needs were identified and planned during meetings and appraisal.

• There were maintenance contracts in place to ensure all equipment had been serviced regularly, including; water lines, autoclave, fire extinguishers, the suction compressor, oxygen cylinder and X-ray equipment.

• Infection prevention and control procedures were in place and the practice followed published guidance for dental practices.

• The practice had systems in place to evaluate and improve the service provided by asking for feedback from patients and staff.

• There was an effective complaints system in place that included templates for recording the detail of the complaint, any investigation and outcome.

• The practice was open and transparent with patients and if a mistake was made patients would be notified about the outcome of any investigation and given an apology.

We spoke with five patients attending for an appointment. The patients we spoke with told us that they were treated with respect and dignity. One patient when asked said “Absolutely I am treated with respect and dignity.”

All patients spoken with confirmed that medical histories were taken and they signed their consent to treatment.

Patients told us that treatment options were discussed with them and this included the price of treatments.

None of the patients we spoke with said they had ever had to make a complaint. We were told that they were happy with the care, treatment and advice provided at the practice. Some comments included: “The dentist is excellent, I am very happy with the advice and treatment,” “The staff are friendly and helpful” and “The dentist is absolutely brilliant, he always asks if I have understood the information.”

Patients told us that they were given protective equipment for example glasses and aprons to protect their clothes when having treatments.

Patients told us that the dentists wore gloves and face masks when treating them.

Patients told us that the surgery always looked clean and tidy.

All the patients spoken with told us they felt safe and trusted the advice of the dentist.

There was a comment book held at the reception desk. Some recent comments included: ‘very happy with the treatment we have received, Dentist was very helpful,’ ‘excellent treatment – completely painless and relaxed,’ ‘excellent service, very gentle when treating' and ‘a great service and a thorough examination, all the staff are really helpful. I feel as though it was a top class treatment.'