We carried out an announced comprehensive inspection on 5 July 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 Gloucester Yard is located close to the centre of Penrith, Cumbria and comprises of a reception and waiting room, five treatment rooms, three of which are on the ground floor, a small manager’s offices, storage and a staff room on the lower ground floor. Parking is available on nearby streets and in car parks. The practice has some access restrictions to patients with disabilities, impaired mobility and wheelchair users as it is situated on a steep incline directly from the town centre. There is more access from the road above the practice but this is a walk from the town centre. There is no parking for patients at the practice but there is a ‘drop off’ area outside the practice if patients require this.

The practice provides general dental treatment to patients on an NHS or privately funded basis. The practice opening times are Monday and Tuesday 8.30am to 5.00pm, Wednesdays 8.00am to 5.30pm and Thursday to Friday 8.30am to 5.00pm. The practice also opens on a Saturday from 9.00am to 1.30pm.

The practice is staffed by five dentists, a covering practice manager (who is a trained dental nurse), a dental hygienist, eight dental nurses, seven of whom are trainees, and a member of staff responsible for decontamination. The provider was aware that the qualified dental nurses to trainee dental nurses was not to the accepted level for training support and was planning to review this in the next round of dental nurse recruitment. They did confirm to us that a qualified dental nurse would always be available in the practice when it was open. Dental nurses from the neighbouring practice support the Penrith practice is ensure this is maintained. A new practice manager has been appointed for the practice and is due to commence in the role on 11 July 2016.

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.

We received feedback from 37 patients during the inspection about the services provided. Patients commented that they found the service excellent and that staff were professional, friendly and caring. They said they were always given good explanations about dental treatment and options and that the dentists listened to them. Patients commented that the practice was clean, comfortable and relaxing

Our key findings were:

• The practice had procedures in place to record and analyse significant events and incidents.
• Staff had received safeguarding training and knew the process to follow to raise any concerns.
• Infection control procedures were in place.
• There were sufficient numbers of suitably qualified and skilled staff to meet the needs of patients.
• Staff had been trained to deal with medical emergencies, and emergency medicines and equipment were available.
• Premises and equipment were clean, secure and well maintained.
• Patients’ needs were assessed, and care and treatment were delivered, in accordance with current legislation, standards and guidance.
• Patients received explanations about their care, proposed treatment, costs, benefits and risks and were involved in making decisions about it.
• Staff were supported to deliver effective care, and opportunities for training and learning were available.
• We observed that patients were treated with kindness, dignity and respect, and their confidentiality was maintained.
• The appointment system met the needs of patients, and emergency appointments were available.
• Services were planned and delivered to meet the needs of patients and reasonable adjustments were made to enable patients to receive their care and treatment.
• The practice gathered the views of patients and took into account patient feedback.
• Staff were supervised, felt involved and worked as a team.
• Governance arrangements were in place for the smooth running of the practice.

We spoke with two patients when we inspected the practice who all commented they were very happy with the service. They all said they saw the dentist regularly and felt the care they received was excellent.

They confirmed that the dentists always explained what they were doing, what they had found during examination and what the treatment options were. They confirmed they had received information to enable them to decide upon treatment options.

Patients confirmed that the practice appeared very clean and staff always wore protective equipment when treating them. Feedback received from patients during the inspection confirmed that patients were happy with the service they receive.

Patients we spoke told us:

“The dentist was very good and patient with my child. He was very considerate and calm.

Another said “I have no problems in seeing the dentist, they always tell me what is problem and discuss the best way to fix it.”