We carried out an announced comprehensive inspection of Scott Dental Access Centre on 16 June 2015 to ask the practice the following five key questions; are services safe, effective, caring, responsive and well-led?

• We found that this practice was providing safe care in accordance with the relevant regulations. There were appropriate infection control procedures in place to minimise the risk and spread of infection.

• We found that this practice was providing effective care in accordance with the relevant regulations. Patient’s needs were assessed and care was planned and delivered in line with current best practice guidance for example from the National Institute for Health and Care Excellence.

• We found that this practice was providing caring services in accordance with the relevant regulations. Patients told us they were treated with dignity and respect and involved in treatment planning.

• We found that this practice was providing responsive care in accordance with the relevant regulations. The practice had procedures in place to take into account any comments, concerns or complaints.

• We found that this practice was providing well-led care in accordance with the relevant regulations. Staff told us they felt well supported and comfortable to raise concerns or make suggestions. There were appropriate governance arrangements in place.

The Scott Dental Access Centre is provided by Plymouth Community Dental Services Limited, a subsidiary company of the Plymouth Community Healthcare Community Interest Company (CIC). It provides NHS dental treatment for patients with complex needs, children and non-registered patients. General dentistry and orthodontic treatment are provided.

The staff structure of the practice consists of three dentists (two male, one female), three dental nurses, one therapist, and one receptionist. The practice is open from 8.45am – 5pm Monday to Friday. Outside of these hours a service is provided by Devon Doctors.

We spoke with five patients who used the service on the day of our inspection and reviewed 25 CQC comment cards that had been completed by patients prior to the inspection. The patients we spoke with were complimentary about the service. They told us they found the staff to be friendly and informative. They felt they were treated with respect. The comments on the CQC comment cards were also very complimentary about the staff and the service provided. During the inspection we spoke with five members of staff, including the principal dentist.

The director of Plymouth Community Dental Services is the registered manager. A registered manager is a person who is registered with the Care Quality Commission (CQC) 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.

We visited the Scott Dental Access Centre, met the dentist and staff on duty. We spoke with eight people who used the service. We looked at documents related to the running of the practice and met with the registered manager, the business manager and the nurse manager.

We asked five key questions:

Is the service safe?

People told us they felt safe and had complete confidence in the dentists. The team had received training in child protection and safeguarding vulnerable adults and dentists had experience of providing care and treatment to vulnerable people.

However, the service was not entirely safe, because the process for decontaminating instruments used in dentistry was not in accordance with current guidance.

Is the service effective?

Patients felt well informed about their options. Records showed a clear history of each patient's treatments, options and decisions.

Is the service caring?

The service was caring. People said the dentists were very nice and made their patients feel calm and confident. People felt they were given dental treatment they needed in spite of their other health problems.

Is the service responsive?

People told us the service took care to offer appointments at times that suited them. Dentists discussed options with patients.

Is the service well-led?

There were effective systems in place to monitor quality and manage risk in the Plymouth Community Healthcare CIC but we found that the Scott Centre had not always benefitted.