We carried out this announced inspection on 1 February 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.

We told the NHS England area team and Healthwatch that we were inspecting the practice. NHS England provided us with information about the type of contract they hold with the practice.

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

The Bays Dental Practice is in Cullompton, Devon and provides mainly NHS but some private treatment to patients of all ages.

There is ramp for people who use wheelchairs and pushchairs. Car parking spaces are available near the practice.

The dental team includes three dentists, three dental nurses, one trainee dental nurse, one dental hygienist, three receptionists and a practice manager. 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 The Bays Dental Practice was the practice manager.

On the day of inspection we collected 40 CQC comment cards filled in by patients. This information gave us a positive view of the practice.

During the inspection we spoke with two dentists, three dental nurses, one dental hygienist, two receptionists, the practice manager and three senior local managers from the Mydentist group. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open: Monday to Friday 8:30am – 5.00pm.

Our key findings were:

• The practice was clean and well maintained.
• The practice 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.
• The practice had suitable safeguarding processes and staff knew their responsibilities for safeguarding adults and children.
• The practice 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.
• The appointment system met patients’ needs.
• The practice had effective leadership. Staff felt involved and supported and worked well as a team.
• The practice asked staff and patients for feedback about the services they provided.
• The practice dealt with complaints positively and efficiently.

This was our first inspection of The Bays Dental Practice since dental services were required to register with the Care Quality Commission. At this inspection we checked that people using the dental practice had access to examinations in private. We asked people how they were involved in their treatment planning and whether they were invited to give feedback about their experiences. We also looked at the provider’s records to ensure that people received safe and effective treatment in a clean environment. In addition we assessed the provider’s systems for monitoring the quality of dentistry services at the practice.

We met and spoke with staff and checked records. We also conducted a tour of the premises. Following the visit we contacted a selection of people who had attended the practice for check ups or treatment the day of our visit or the day preceding our visit. We heard comments from 12 people who had either received treatment themselves or who represented children who had received treatment at The Bays Dental Practice. People who spoke with us had high levels of satisfaction with the practice. Comments included;

• ‘The staff are very approachable.’

• ‘The staff never make you feel disadvantaged because of age.’

• ‘I am very satisfied, brilliant dentist, nice staff.’

• ‘I find them very convenient and helpful.’

• ‘It is all spotless.’

• ‘I am more than happy with them.’