We carried out this announced inspection on 5 December 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 did not have any relevant information to share with us regarding this dental practice.

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

Market Street Dental Care is situated in the centre of Nottingham close to the Royal Centre theatre. The practice provides both NHS (60%) and private (40%) dental treatment to patients of all ages.

The practice is located on two floors with six treatment rooms, four of which are located on the ground floor. There is level access into the practice and the ground floor treatment rooms. There is a tram stop outside the practice and a pay and display car park a short distance away.

The dental team includes: six dentists; one dental hygienist; four qualified dental nurses; four trainee dental nurses, two receptionists and one practice manager.

The practice is owned by a partnership 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 practice is the practice manager.

On the day of inspection we received feedback from 51 patients. This information gave us a positive view of the practice.

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

The practice opening hours are: Monday to Friday: 8:30 am to 5 pm.

Our key findings were:

• The practice was clean and well maintained.
• The practice had infection control procedures which followed published guidance.
• The practice asked staff and patients for feedback about the services they provided, and received positive feedback.
• Staff knew how to deal with emergencies. Appropriate medicines and life-saving equipment were available.
• The practice had systems to help them manage risks in the practice, particularly with regard to health and safety.
• The practice had suitable safeguarding processes.
• 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 measures to protect their privacy and personal information.
• The practice completed regular audits and used the information to make improvements.
• The appointment system met patients’ needs.
• The practice had effective leadership. Staff felt involved and supported and worked well as a team.
• The practice dealt with complaints positively and efficiently.

The reception staff were very welcoming and polite when patients first attended the practice.

We saw copies of satisfaction surveys which patients had completed and action that had been taken when suggestions were made to improve the service provided.

We spoke with two patients, we saw treatment being undertaken and observed six other patients attend the practice during our visit.

Patients we spoke with said they received care and treatment to meet their needs.

The practice was very spacious, clean and well maintained. One patient said they were very impressed when they attended the practice for the first time.

Staff said they felt supported by the provider and attended all training when required to do so.

We found the practice was well organised and regular audits took place to ensure the quality of the service was maintained.