We carried out this announced inspection on 11/12/2018 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 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

Sheerness Dental Clinic is in Sheerness and provides NHS and private treatment to adults and children.

Due to the confines of the building there is no level access for people who use wheelchairs and those with pushchairs. We were informed that the building is planning a refurbishment where level access would be incorporated in the future. Car parking spaces, including some for blue badge holders, are available near the practice.

The dental team includes three dentists, four dental nurses, one dental hygienists, three receptionists, and a practice manager who is also a registered dental nurse. The practice has three treatment rooms.

The practice is owned by a company and as a condition of registration must have a person registered with the Care Quality Commission 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 Sheerness Dental Clinic is the practice manager.

On the day of inspection, we collected 14 CQC comment cards filled in by patients and spoke with four other patients.

During the inspection we spoke with two dentists, four dental nurses, two receptionists and the practice manager. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open:

9am to 5.30pm Monday to Friday

9am to 2pm alternate Saturdays

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 practice 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 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.
• The provider dealt with complaints positively and efficiently.
• The provider had suitable information governance arrangements.

We identified an area/s of notable practice.

One member of staff was a qualified psychotherapist and Mental health first aider. These qualifications helped patients who had barriers to attending the dentist; access treatment stress free. The practice had created an environment where conversations around mental health were frequent with patients and staff. We saw where some interactions resulted in people seeking further help outside of the practice. Staff were learning British sign language finger spelling to help communicate with one of their patients who is deaf.