We carried out an announced comprehensive inspection on 5 August 2015 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

Park Dental Care is located close to the centre of Nottingham. There are good public transport links with car parking at the Broadmarsh shopping centre and nearby street parking. The bus station is also a short walk away.

The practice provides private dental services and treats both adults and children. There are three dentists, two dental therapists and three dental nurses plus one trainee dental nurse. In addition the practice has an office manager and a clinical manager (who is also a dental nurse) and a receptionist to provide support to the dental team.

The practice opening hours are: Monday: 10:30 am to 8:00 pm; Tuesday 8:30 am to 4:00 pm; Wednesday 8:30 am to 7:00 pm; Thursday 8:30 am to 6:00 pm Friday 8:30 am to 4:00 pm and Saturday 8:30 am to 1:00 pm.

We viewed 27 Care Quality Commission (CQC) comment cards that had been completed by patients, about the services provided. All 27 comment cards had wholly positive comments about the practice and several made particular reference to the staff. Ten comment cards talked about safety, and feeling safe. Five cards described Park Dental Care as the best dental care the patients had ever received. In addition we spoke with four patients who again provided positive feedback about the practice. Comments particularly focussed on the professionalism of the staff, and how well cared for patients felt.

The principal dentist operates a satellite clinic which provides an orthodontic service from Dovebank which is located in Ashbourne, Derbyshire. Patients are self-referred and seen under private contract. The dentist provides this service at the Dovebank practice outside normal office hours for patients’ convenience. The Dovebank practice is located on the ground floor with level access.

We did not inspect the satellite clinic at Dovebank practice as part of this inspection.

Our key findings were:

• The practice had a system for recording and analysing significant events and complaints and sharing learning with staff.
• Staff had received safeguarding and whistle blowing training and knew the procedures to follow to raise any concerns.
• There were sufficient numbers of suitably qualified staff to meet patients’ needs.
• Staff had been trained to handle emergencies and appropriate equipment and medicines were readily available.
• Infection control procedures were in place and the practice mostly followed national guidance.
• Patient’s care and treatment was planned and delivered in line with evidence based guidelines, best practice and current legislation.
• Patients received clear explanations about their proposed treatment, costs, options and risks and were involved in making decisions about it.
• Patients were treated with dignity and respect and confidentiality was maintained.
• The appointment system met patients’ needs.
• The practice was well-led and staff worked as a team.
• Governance systems were effective and there was a range of clinical and non-clinical audits to monitor the quality of services.

There were areas where the provider could make improvements and should:

• Review the practice’s infection control procedures and protocols giving due regard to guidelines issued by the Department of Health - Health Technical Memorandum 01-05: Decontamination in primary care dental practices and The Health and Social Care Act 2008: ‘Code of Practice about the prevention and control of infections and related guidance’

During our visit we spoke to three patients, the provider, the practice manager, one hygienist working within the practice, a dental nurse and a reception member of staff.

Patients we spoke to were involved in their care and treatment options. Patients were happy with the care provided and thought the practice was clean and hygienic. One patient said, “The staff are excellent. It is by far the best dental service I have received.” Another patient said, “It is a very professional service. The staff are always friendly and helpful."

We observed members of staff interacting with patients in a courteous, polite and efficient manner. We also observed the hygienist who worked in the practice and saw that they provided information about how to maintain good oral hygiene.

We saw that the practice had implemented an infection control policy and that staff were encouraged to develop their skills and undertake appropriate training to help deliver safe and effective care to patients. One member of staff said, “There is always an opportunity to learn new things. The cost of courses I have attended has been covered by the practice and I am given time off to attend.” Another member of staff said, “I have a very good boss. He listens and he has been very accommodating to support me.”

We looked at information from patient feedback forms and other audits undertaken by the provider to assess the quality of the service. Patient feedback was positive and there were a number of audits undertaken by the practice to ensure an effective service was provided to patients.