We carried out this announced inspection on 27 February 2019 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

The Valley Centre dental practice is in Hednesford, Staffordshire and provides NHS and private treatment to adults and children.

A portable ramp is available to provide access for people who use wheelchairs and those with pushchairs. Car parking spaces are available in the patient car park at the front of the practice. Patients are also able to park their cars on local side roads.

The dental team includes five dentists, seven dental nurses, including the assistant manager, one dental hygienist, one dental hygiene therapist, a cleaner and a practice manager. The practice has five treatment rooms.

The practice is owned by an individual who is the principal dentist there. They have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the practice is run.

On the day of inspection, we received feedback from 18 patients.

During the inspection we spoke with three dentists, one dental nurse, one receptionist, the practice manager and the assistant manager. We looked at practice policies and procedures and other records about how the service is managed.

The practice is open: Monday, Wednesday and Thursday 9am to 5.30pm, Tuesday 9am to 7.30pm and Friday 9am to 4pm. The practice is also open every third Saturday between 9am and 1pm.

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.
• 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. There was no evidence that one member of staff had completed all of the required safeguarding training. We were told that in-house training was completed during practice meetings.
• The provider had staff recruitment procedures, although Disclosure and Barring Service (DBS) checks were not available at the required level for a dentist.
• 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 practice had extended hours opening on one day per week.
• 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.

There were areas where the provider could make improvements. They should:

• Review staff training to ensure that all the staff have received training, to an appropriate level, in the safeguarding of children and vulnerable adults.

• Review the practice's policy for the control and storage of substances hazardous to health identified by the Control of Substances Hazardous to Health Regulations 2002, to ensure risk assessments are undertaken and the products are stored securely.

• Review the practice’s system for recording, investigating and reviewing incidents or significant events with a view to preventing further occurrences and ensuring that improvements are made as a result.

We carried out this inspection to check on the care and welfare of people using this service.

On the day of the inspection we spoke with the dentist, practice manager and two dental nurses. We also spoke with four people using the service.

We were told that people had NHS treatment and also paid for private treatment at this dental practice.

We spoke to people who had attended the dental practice for consultations or treatment. Everybody we spoke with told us they were happy with the treatment they received.

We found the dental practice to be clean and hygienic. There were systems in place which ensured the practice was cleaned in accordance with dental good practice guidelines.

We found that the staff team was suitably qualified for their roles. We found the dental practice had a robust recruitment policy in place.

People we spoke with told us the staff team was always helpful and friendly and appointments were arranged at a convenient time for them. People told us they would be comfortable making a complaint if they needed to.

One person told us: “I really like it here. The staff are really nice. I am really happy with the service”.

Another person told us: “I came on recommendation from a family member. The staff are very helpful and friendly. I feel very confident about the treatment I receive”.