We carried out an announced comprehensive inspection on 9 September 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.

Background

The practice provides primary care dental services under the NHS.

The practice is open as follows:

Monday to Thursday 9.00am to 5.30pm and Friday 9.00am to 2.30pm

The owner of the practice 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.

We also received 18 Care Quality Commission comment cards. All the comments were positive about the staff and the services provided. Comments included: staff are always polite and friendly and always given excellent service.

Our key findings were:

• There was an effective complaints system. Staff recorded complaints and cascaded learning to staff.
• Staff had received safeguarding training, knew how to recognise signs of abuse and how to report it.
• There were sufficient numbers of suitably qualified staff to meet the needs of patients.
• Staff had been trained to manage medical emergencies.
• Infection control procedures were in accordance with the published guidelines.
• 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 involved in making decisions about it.
• Patients were treated with dignity and respect and confidentiality was maintained.
• The appointment system met patients’ needs.
• The practice was well-led and staff felt involved and supported and worked well as a team.
• The governance systems were effective.
• The practice sought feedback from staff and patients about the services they provided.

People told us they were happy with the service provided. One person told us, “it’s a friendly practice. If you have an emergency, they will always try and fit you in that day.” People felt their dignity was maintained and their privacy protected. They told us they were encouraged to ask questions and felt staff had the time to answer their questions. One person said, “staff will always explain things to you. This keeps you in the loop and helps make you feel relaxed.”

They said the practice was “always clean.” One person said, “it’s not like other places you go to and there’s dust. There’s nothing like that here.”

People told us they thought staff were “well trained.” One person said, “they’re very competent” and another person told us, ”they always seem to know their job and just go about doing it.”