We carried out this announced inspection on 26 April 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. We did not receive any information of concern from them.

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

Mydentist - London Street – is in Fleetwood and provides NHS and private treatment to adults and children.

There is level access for people who use wheelchairs and pushchairs. Car parking spaces are available near the practice.

The dental team includes seven dentists, 11 dental nurses (two of whom are trainees), one dental hygienist, one dental hygiene therapist, four receptionists and a practice manager. The practice has nine treatment rooms.

The practice is owned by a company 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 Mydentist - London Street - Fleetwood was the practice manager.

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

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

The practice is open:

Monday to Wednesday from 8:45am to 5:15pm

Thursday and Friday from 8:00am to 5:15pm

Saturday from 9:00am to 4:00pm

Our key findings were:

• The practice was clean and well maintained.
• The practice had infection control procedures which reflected published guidance.
• Staff knew how to deal with emergencies. Appropriate medicines and life-saving equipment were available.
• The practice had systems to help them manage risk.
• The practice had suitable safeguarding processes and staff knew their responsibilities for safeguarding adults and children.
• 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 care to protect their privacy and personal information.
• The appointment system met patients’ needs.
• The practice had effective leadership. Staff felt involved and supported and worked well as a team.
• The practice asked staff and patients for feedback about the services they provided.
• The practice dealt with complaints positively and efficiently.

We spoke with a range of people about the service. They included the practice manager and deputy manager, staff and patients who use the service.

Comments we received from patients were positive about the way they were treated by staff. They were happy with the care, respect and support shown to them during the course of their treatment. One patient said, "I have been coming here for years and always have been treated well by everyone." Another said, "As soon as you get in the building the receptionist to the dentist are always polite and patient."

We talked to people about respect and if staff treated them with dignity. All responses were positive. One patient said, "It helps when you walk in and the receptionist to the nurses and dentist are so polite and sensitive."

People receiving treatment told us the dentist was good at discussing all their treatment options. They felt they had realistic expectations of the procedures they were having. One patient said, "The dentist explains everything from the start." Patients told us they were given enough information about their treatment options, including costs and were kept informed about how their treatment was progressing throughout the process.

All people we spoke with felt the building and surgeries were clean and tidy. One patient said, "You can see the place is kept very clean."