We carried out an announced comprehensive inspection on 28 September 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

Synergy Dental Clinic - South Shore is situated in Blackpool, Lancashire. It offers mainly NHS dental treatments to patients of all ages but also offer private dental treatments. The services include preventative advice and treatment, routine restorative dental care, dental implants and conscious sedation.

The practice has four surgeries, a decontamination room, two waiting areas, an X-ray room, a consultation room and a reception area. The reception area, one waiting area, two surgeries, the X-ray room and the recovery room are on the ground floor of the premises. The other two surgeries and the second waiting area are on the first floor. There are accessible toilet facilities on the ground floor of the premises.

There are four dentists, one dental hygiene therapist, two qualified dental nurses, two trainee dental nurses, two receptionists and a practice manager (who is also a qualified dental nurse).

The opening hours are Monday to Friday from 9-00am to 5-00pm and Saturday from 10-00am to 3-00pm.

The principal dentist is registered with the Care Quality Commission (CQC) as an individual registered person. 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.

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During the inspection we spoke with three patients who used the service and reviewed 17 completed CQC comment cards. The patients were positive about the care and treatment they received at the practice. Comments included staff were friendly, polite and caring. They also commented that treatments were explained clearly, they were listened to and options about treatment were offered.

Our key findings were:

• The practice was visibly clean and uncluttered.
• The practice had systems in place to assess and manage risks to patients and staff including health and safety and the management of medical emergencies.
• Staff were qualified and had received training appropriate to their roles.
• Patients were involved in making decisions about their treatment and were given clear explanations about their proposed treatment including costs, benefits and risks.
• Dental care records showed that treatment was planned in line with current best practice guidelines.
• Oral health advice and treatment were provided in-line with the ‘Delivering Better Oral Health’ toolkit (DBOH).
• We observed that patients were treated with kindness and respect by staff.
• Staff ensured there was sufficient time to explain fully the care and treatment they were providing in a way patients understood.
• The practice had a complaints system in place and there was an openness and transparency in how these were dealt with.
• Patients were able to make routine and emergency appointments when needed.
• The governance systems were effective.
• There were clearly defined leadership roles within the practice and staff told us that they felt supported, appreciated and comfortable to raise concerns or make suggestions.

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

• Review the availability of ventilation in the decontamination room.
• Review the security arrangements for the decontamination room.
• Review its responsibilities as regards to the Control of Substance Hazardous to Health (COSHH) Regulations 2002 and ensure all documentation includes details of what to do in the event of an accident.
• Review the storage of paper dental care records to ensure they are stored securely.

People we spoke with during our visit commented they were very happy with the service and they saw their dentist regularly. They told us the care they received was excellent. They confirmed that the dentist always explained what they were doing, what they had found during examination and what the treatment options were. They told us they found staff approachable and that they felt able to ask the dentist questions or make comments about their treatment.

The people we spoke with during our visit said they were very happy with the care and treatment provided. They told us the practice was flexible and would always fit them in if they needed to see a dentist urgently.

“I get very anxious if I require treatment. The dentist and his staff are very understanding and supportive. I always feel safe and relaxed because they help to reassure me that I will be alright”.

“I have been contacted at home following my treatment to make sure I was feeling alright. They really provide a very caring and professional service”.

“I started to use this practice on the recommendation of a friend. They provide a good service and I find the staff very friendly and helpful. They always contact me to remind me when I have an appointment due. I find this very helpful”.

“Very happy with my dentist. I get very nervous when having treatment. They help to calm me down”.