We carried out an announced comprehensive inspection on 18 January 2017 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

Background

I – Teeth Dental Care is located in Tunbridge Wells, Kent and offers private general dentistry services to patients. The practice has two dentists and the services of three hygienists who are supported by one dental nurse and one receptionist. The practice has two treatment rooms, both of which are on the ground floor. The practice also has a reception and waiting area, and staff facilities.

The practice is open: Monday 8.15am to 5.15pm. Tuesday 8.15pm to 7.15pm. Wednesday 8.45 to 7.15pm. Thursdays 8.15pm to 4.15pm. Fridays 8.15am to 1.45pm and Saturdays 8.45am to 4.45pm

The principal dentist is the registered provider. A registered provider is a person who is registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. 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.

On the day of inspection we received 35 CQC comment cards providing feedback and spoke with two patients following our inspection. We also received nine share your experience forms through the CQC website prior to our inspection. The patients who provided feedback were very positive about the care and attention to treatment they received at the practice. They told us they were involved in all aspects of their care and found the staff to be excellent, great at responding to pain requirements, helpful and they were treated with dignity and respect in a clean and tidy environment.

Our key findings were:

• Patient care and treatment was planned and delivered in line with evidence based guidelines, best practice and current regulations.
• Patients received clear explanations about their proposed treatment, costs, benefits and risks and were consistently involved in making decisions about it.
• Patients were treated with dignity and respect and confidentiality was maintained.
• The appointment system met patients’ needs. Appointments were easy to book and emergency slots were available each day for patients requiring urgent treatment.
• There was a complaints system. Staff recorded complaints and cascaded learning to staff.
• The governance systems were effective.
• The practice sought feedback from staff and patients about the services they provided.
• We found that the practice ethos was to provide patient centred dental care in a relaxed and friendly environment.
• Strong and effective leadership was provided by the principal dentist.
• Infection control procedures were robust and carried out in accordance with current guidance
• The practice was clean and very well maintained.

During our visit we spoke with some people who used the service when they were waiting for their appointments, or had just seen their dentist or hygienist.

People said they were given the information they needed about their treatment,the services the practice offered, and about the cost of treatment.

People told us that they were involved in making decisions about any treatment they needed.They said that staff made sure they updated details about their medical history and their personal information.

People appreciated that there were flexible opening hours and they could arrange appointments at times that suited them.They told us they were not kept waiting long on arrival for appointments,and that they had been able to see the dentist promptly if they needed an urgent appointment.

People liked having the option of an appointment reminder service and being able to choose to be telephoned or e mailed to remind them when they needed to make an appointment,or when they were due to attend one.

People said staff were friendly and welcoming, one person commented,“ The relationship between staff and patients is relaxed and open”

Staff we spoke with told us they liked working at the practice they said it had a friendly atmosphere, one person said it was the best practice they had worked in.