We carried out this announced inspection on 24 May 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 Care Quality Commission (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

Orchard House Dental is in Beckenham, in the Greater London Borough of Bromley. The practice provides NHS and private treatment to adults and children.

There is level access for people who use wheelchairs and those with pushchairs. Car parking spaces are available on the premises and in the surrounding streets.

The practice has five treatment rooms.

The dental team includes five dentists (one of whom is completing their foundation year dental training), a practice manager, a receptionist (who also undertakes a dental nursing role), four qualified dental nurses and a dental hygienist.

The practice is owned by a company, and as a condition of registration must have a person registered with the CQC 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 Orchard House Dental is the principal dentist.

On the day of this inspection, we obtained feedback from 32 patients by checking CQC comment cards filled in by patients and speaking with patients.

During the inspection we spoke with the principal dentist, the practice manager and the receptionist.

We checked practice policies and procedures and other records about how the service is managed.

The practice is open at the following times:

Monday 9am to 5pm

Tuesday and Wednesday 9am to 6pm

Thursday 10am to 7pm

Friday and alternate Saturdays 9am to 1pm

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 provider 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 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.
• Staff were providing preventive care and supporting patients to ensure better oral health.
• The appointment system took account of patients’ needs.
• The provider had proactively participated in improving oral health outcomes in the community. They delivered oral hygiene education sessions to young children in local schools and provided them with samples of toothpaste and toothbrushes.
• 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. Feedback from patients was positive regarding all aspects of the service.
• The provider dealt with complaints positively and efficiently.
• The provider had suitable information governance arrangements.