We carried out this announced inspection of Village Dental Practice on 22 August 2017 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

Village Dental Practice is based near Luton and provides mostly NHS treatment to patients of all ages. The practice is part of Palladium Services Limited, who own eleven practices.

There is level access and three downstairs treatment rooms for people who use wheelchairs and pushchairs. The dental team includes four dentists, one hygienist, seven dental nurses and four receptionists.

The practice is open on Mondays and Tuesdays from 8am to 7pm; on Wednesdays, Thursdays and Fridays from 8am to 5.30pm; and on Saturdays from 8.30 am to 1pm.

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 Village Dental is the owner, Sab Bhandal.

On the day of inspection, we collected 22 CQC comment cards filled in by patients. We spoke with three dentists, three dental nurses and two receptionists. Two of the company’s area managers and a compliance manager were also present.

We looked at practice policies, procedures, and other records about how the service is managed.

Our key findings were:

• The practice had systems to help ensure patient safety. These included safeguarding children and adults from abuse, maintaining the required standards of infection prevention and control, and responding to medical emergencies.

• Risk assessment was comprehensive and action was taken to protect staff and patients.

• The practice was well equipped to treat patients and meet their needs.

• Patients’ needs were assessed and care was planned and delivered in line with current best practice guidance from the National Institute for Health and Care Excellence (NICE) and other published guidance. Members of the dental team were up-to-date with their continuing professional development and supported to meet the requirements of their professional registration.

• The practice dealt with complaints positively and efficiently.

• There was a clear leadership structure and staff felt supported and valued by senior managers. Teamwork in the practice was excellent.

• The practice proactively sought feedback from staff and patients, which it acted on to improve its service.

• The practice did not undertake disclosure and barring service checks for the dental nurses to ensure they were suitable to work with vulnerable adults and children.

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

• Review the practice’s recruitment procedures to ensure necessary employment checks are in place for relevant staff.

During our visit to Village Dental Practice on 23 August 2012 we spoke with two people who were waiting to see the dentists. They told us that they were confident that the dentist would tell them about their treatment and their options.

People we spoke with told us that the staff treated them respectfully. We observed the reception staff having friendly appropriate conversations with patients, and helping them to make appointments at times that best suited them. People told us they were always offered an appointment in a timely fashion.

We saw the practice was clean and tidy, with three treatment rooms individually equipped with all necessary materials. A separate x ray room was available.

Most patient records, including x ray scans, were stored securely by electronic means, but people were given signed copies of their treatment plans for reference.