We carried out an announced comprehensive inspection on 19 May 2016 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

Pennypot Dental Practice New Romney is in Littlestone, in Romney Marsh, Kent. The premises is a modern purpose built building. There are four treatment rooms, a private waiting area, a waiting lounge and a toilet for patients' use.

The practice team consisted of two dentists, one hygienist and two dental nurses. The clinical team are supported by two reception staff and a practice manager.

The provider is the registered manager. A registered manager is a person who is registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons 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 practice is open from 8am to 5pm on Mondays, Thursdays and Fridays, and from 8am to 7pm on Tuesdays and Wednesdays and Saturdays 8am to 1pm.

The practice provides NHS and private dental services for both adults and children.

Before the inspection we sent Care Quality Commission comment cards to the practice for patients to use to tell us about their experience of the practice. We collected eight completed cards and obtained the views of a further two patients on the day of the inspection.

The inspection was carried out by a lead inspector and a dental specialist adviser.

Our key findings were:

• The practice was visibly clean and a number of patients mentioned that the practice was always clean and hygienic. The practice had systems to assess and manage infection prevention and control.

• The practice had suitable safeguarding processes and staff understood their responsibilities for safeguarding adults and children.

• There was a process in place for the reporting and shared learning when incidents occurred in the practice.

• The practice had clear processes for dealing with medical emergencies and for ensuring that appropriate dental equipment was available and regularly maintained.

• Dental care records provided clear and detailed information about patients’ care and treatment.
• Staff received training appropriate to their roles and were supported in their continued professional development.
• Patients were able to make routine and emergency appointments when needed.

• Patients received a responsive service and staff treated them in a thoughtful, respectful and professional way.

• The practice had governance processes to manage the practice effectively.

There was an area where the provider could make improvements and should:

• Review the availability of a hearing loop for patients who are hearing aid users.

We spoke with six patients who told us that they were happy with the service provided. Patients told us they were very satisfied with the clinic. They said they never had to wait long for appointments, and in an emergency they had always been seen on the same day. One peerson said "They really go out of their way to help you, I have never had any problems getting an appointment". Patients said their treatment plans were always explained and discussed with them, including choices about treatment and costs. Patients said that the clinic was always clean, and all the staff were friendly, welcoming and respectful.