We carried out an announced comprehensive inspection 30 March 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

The practice is located within a renovated property in South Benfleet and offers NHS primary care dentistry to adult patients and children.

The practice is open and offers appointments between 8am and 7pm on Mondays to Thursdays, between 8am and 4pm on Fridays and between 8am and 1pm on Saturdays.

The dental practice is managed by two dentist partners who share financial responsibilities.

The practice employs seven dentists, four of whom work on a full time basis. Seven qualified dental nurses, three trainee dental nurses and three hygienists, three reception staff and a practice manager are also employed at the practice.

One of the dentist partners is the registered manager. 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 received feedback from patients about the service via 21 Care Quality Commission (CQC) comment cards and we spoke with three patients during the inspection. All the comments were positive about the staff and the services provided. Patients indicated that they were happy with the dental care and treatment that they had received. They said that they could access appointments that suited them including same day appointments for emergency treatments. Patients told us that staff were caring and courteous.

Our key findings were:

• There were procedures in place to keep patients and staff safe. These included systems for investigating and learning from accidents and other safety incidents. Learning was used to make improvements as needed to protect patients.

• There was an effective complaints system. Complaints were acknowledged, investigated and responded to promptly.
• Staff had received safeguarding training, knew how to recognise signs of abuse and how to report it.
• There were sufficient numbers of suitably qualified staff to meet the needs of patients.
• Staff had been trained to manage medical emergencies.
• The practice had suitable emergency equipment. This equipment was checked regularly to ensure that it was working properly.
• The practice was visibly clean. Infection control procedures were in accordance with the published guidelines and staff had received role specific training.
• Patient care and treatment was planned and delivered in line with evidence based guidelines and current regulations.
• Patients consent was sought and they received clear explanations about their proposed treatment, costs, benefits and risks and were involved in making decisions about it.
• Patients were treated with dignity and respect and confidentiality was maintained.
• Patients could access routine treatment and urgent care when required.
• The practice was well-led, staff felt involved and supported and worked well as a team.
• The governance systems were effective.

We spoke with two people who use the service. Both said that they had been fully informed about the treatment options and had felt involved in the decision-making process. They said they had been made to feel comfortable and that the dentists had answered their questions fully. They were both pleased with the outcomes of their treatments. They had been asked whether they had any allergies and to provide a full medical history at each visit.

One of the people with whom we spoke said they had made enquiries with the dentist about private cosmetic dental treatments and had received clear information about various options and costs.