We carried out an announced comprehensive inspection on 2 August 2016 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

Mydentist - Castle Road – Bedford is a general dental practice near the town centre in Bedford. It is part of a large group of dental practices. It is situated in a converted house, and the premises consist of two first floor treatment rooms, a reception area and waiting room and a separate decontamination room (Decontamination is the process by which dirty and contaminated instruments are bought from the treatment room, washed, inspected, sterilised and sealed in pouches ready for use again).

The practice offers general dental treatment to adults and children on the NHS or privately funded.

The opening hours of the practice are 9 am to 5 pm Monday to Friday.

The practice manager is the registered manager. A registered manager 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.

The practice had three dentists, a dental hygienist, a qualified dental nurse and a trainee dental nurse; supported by a practice manager and two receptionists.

We received positive feedback from 19 patients about the services provided. This was through CQC comment cards left at the practice prior to the inspection.

Our key findings were

• The practice was visibly clean and clutter free.

• Patients reported that staff were friendly and helpful.

• The practice could normally arrange a routine appointment within a week and emergency appointments were mostly arranged on the same day.

• Infection control standards met national guidance.

• The practice kept medicines and equipment for use in medical emergencies. These were in line with national guidance.

• There was appropriate equipment for staff to undertake their duties, and equipment was well maintained.

• Governance arrangements were in place for the smooth running of the service.

There were areas where the provider could make improvements and should:

• Review staff awareness of Gillick competency and ensure all staff are aware of their responsibilities.

• Review the availability of support for patients who do not speak English as their first language, and those with hearing aids.

• Review the availability of contact numbers for external agencies that patients could contact to raise or escalate complaints.

During our visit to the service on 06 March 2012 we spoke with two people who were waiting to see the dentists. They told us that they were confident that the dentist would tell them about their treatment and their options. One person told us that there had been a turnover of the dentists who worked out of this surgery and consistency from one appointment to another had been an issue. The registered manager told us that the current dentist had recently had a period of maternity leave, and during this time locum dentists had been used as cover. This dentist was now back working four days a week so would be available to follow-up her patients.

People we spoke with told us that the staff treated them respectfully. We observed the reception staff having friendly appropriate conversations with patients, and helping them to make appointments at times that best suited them.

People told us that they were always offered an appointment in a timely fashion. The registered manager confirmed that if people stated that they were in pain when they made an appointment, they would be seen within 24 hours, and usually on the same day.

They also told us they considered the surgery very clean and that the dentist always wore gloves and a visor when providing treatment and they themselves were provided with protective eye shield and aprons.