We carried out this announced inspection on 16 January 2019 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.

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

My Dentist Advanced Oral Health Centre Moor Allerton is on the outskirts of Leeds and provides private restorative and NHS orthodontic treatment.

There is access for people who use wheelchairs and those with pushchairs. Car parking spaces are available outside the practice and local transport facilities are nearby.

The dental team includes five orthodontists, three dentists, two orthodontic therapists, one dental therapist, one hygienist, ten dental nurses (two of whom are trainees), a decontamination assistant, a practice manager and five receptionists.

The practice a large multi treatment area and three separate private 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. At the time of the inspection the registered manager had left the company and the new practice manager was applying to be the registered manager.

On the day of inspection, we collected 27 CQC comment cards filled in by patients.

During the inspection we spoke with two dentists, one dental hygienist, two dental nurses, one receptionist, the area manager, regulatory manager 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, 8:30am-7pm, Tuesday 8:30am-6pm, Wednesday 8:30am- 5:30pm, Thursday 7:30am-5:30pm and Friday 8:30am-5pm

Our key findings were:

• The practice appeared clean and well maintained.
• The provider 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 to patients and staff.
• The provider had suitable safeguarding processes and staff knew their responsibilities for safeguarding vulnerable adults and children.
• The provider did not have all recruitment checks in place prior to commencement of employment.
• 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.
• Staff were providing preventive care and supporting patients to ensure better oral health.
• The appointment system took account of patients’ needs.
• The provider had effective leadership and culture of continuous improvement.
• Staff felt involved and supported and worked well as a team.
• The provider asked staff and patients for feedback about the services they provided.
• The provider dealt with complaints positively and efficiently.
• The provider had suitable information governance arrangements.

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

• Review the practice's recruitment procedures to ensure that appropriate checks are completed prior to new staff commencing employment at the practice.

As part of our review we spoke with five members of staff, the registered manager, two orthodontist's, a trainee dental nurse and the practice support manager. We also spoke with five patients and their parents.

People told us their initial assessment was thorough and included taking photographs, X-rays, impressions and an oral health assessment. They said they were given lots of opportunities to ask questions to ensure the appropriate course of treatment. They said they were provided with detailed information to make an informed decision about their treatment options.

Feedback we gained from people was extremely positive. People we spoke with were very appreciative of the treatment they had received. One person said, "They are slick, professional and friendly, I came away feeling very reassured." Another person said, "My child was nervous, but we got a good friendly welcome" and "There was a nice balance, appropriate and not condescending."

Discussions with staff clearly evidenced they were very passionate about their work and were centred on the individual needs of the people who used the service. One person said, "This is a nice place to work, it's bright, friendly and the orthodontists are very supportive." People and their parents who used the service said staff were competent in their work, friendly and very helpful.