We carried out this announced inspection on 18 July 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 we were inspecting the practice. They provided information which we took into account.

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 - Streatham High Road is in Streatham and provides NHS and private treatment to patients of all ages.

There is access for people who use wheelchairs and those with pushchairs.

Car parking spaces, including one for patients with disabled badges, are available on nearby residential roads.

The dental team includes four dentists, three dental nurses, a practice manager and two receptionists. The practice has four 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 the practice was the practice manager.

On the day of inspection we collected four CQC comment cards filled in by patients and spoke with four other patients. This information gave us a positive view of the practice.

During the inspection we spoke with two dentists, two dental nurses, receptionists and two practice managers (one newly appointed and one who was temporarily covering the practice.) We also spoke with a representative from the provider’s head office. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open 9.00 – 17.30 Monday to Friday and 9.00 to 13.00pm Saturdays.

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.

There were areas where the provider could make improvements. They should:

• Review it’s responsibilities as regards to the Control of Substances Hazardous to Health (COSHH) Regulations 2002 and, ensure all documentation is up to date and staff understand how to minimise risks associated with the use of and handling of these substances.

• Review risk assessment systems to ensure systems are in place to enable the practice to establish an effective system to assess, monitor and mitigate the various risks arising from undertaking of the regulated activities.

• Review the protocol for completing accurate, complete and detailed records relating to employment of staff. This includes making appropriate notes of verbal reference taken and ensuring recruitment checks, including references, are suitably obtained and recorded.

People using the service told us they were satisfied with the treatment they had received and the way it was provided. Many people had been with the service for several years.

We spoke with both adults and young people, under 16 years old. People told us, “It’s very good, they always tell you what’s going on, explain everything and are friendly, they take time”. “I am very nervous but they are very good with me”. “Very good, they ask how I am, tell me what they are doing”.

The majority of people we spoke with found the service accessible and easy to get an appointment, even at short notice.

The reception area and one treatment room are on the ground floor and allow for level access, dentists will change rooms if a patient is unable to use the stairs. The other treatment rooms are on the lower ground floor .