We carried out an announced comprehensive inspection on 28 July 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

Pavilion Dental is a NHS dental practice located in the London Borough of Lambeth. The patient population is mixed, serving patients from a wide range of social and ethnic backgrounds. The practice opens Monday to Fridays at various times from 8.30am to 5.30pm and Saturdays from 10.00am to 2.00pm. The practice facilities include four surgeries, a decontamination area, toilet facilities (but not wheelchair accessible) and a reception and patient waiting area. At the time of our inspection there were five dentists, two dental nurses, one trainee dental nurses, a dental hygienist, practice manager and reception staff.

We received 41 completed comment card and spoke with three patients during our inspection. The feedback we received was positive about the service. Staff were described as efficient and friendly and patients generally thought the facilities were good.

Our key findings were:

• There were effective processes in place to ensure patients were safeguarded from the risks of abuse
• The practice had processes in place to reduce and minimise the risk of infection
• Patients’ needs were assessed and treatment was planned and delivered in line with best practice guidance
• Patients felt involved in making decisions about their treatment and told us that staff were friendly and treated them with respect
• Clinical staff were up to date with their continuing professional development and opportunities were available for all staff to develop
• The practice had appropriate equipment and medication available to respond effectively to a medical emergency
• There was an open culture and leadership was transparent.

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

• Ensure all staff are aware of their responsibilities under the Mental Capacity Act (MCA) 2005 as it relates to their role.
• Monitor and record the temperature of the fridge where dental products and medicines are stored to ensure temperatures remain within the recommended range.
• Ensure that governance arrangements such as policies and procedures are reviewed and updated periodically to ensure they are relevant and effective

We spoke with two people who had received treatment at the surgery on the day of our visit. They both spoke positively about their experience at the Pavilion Dental Centre. They said that the place was clean and they were pleased with the treatment they had received and felt that this had been clearly explained to them.

We saw staff interacting with people who were visiting. They were friendly and positive. They spoke to people in a friendly and respectful manner. One person told us "‘I have been given information about the treatment I need and it has been explained properly to me. I get my own record of the treatment I have had. This is brilliant”.

People told us that the environment was always clean and they did not have any concerns about hygiene. They said that the staff were professional and experienced. They told us that they were happy with the outcomes they experienced and that they felt their teeth were well looked after. One person told us "I am happy with the service. They are generally polite and the dentists are very good, they explained the treatment options available to me and I am satisfied with the treatment I get. Overall I have been quite impressed”.