Mydentist Advanced Oral Health Centre, Wells Road, Bristol Also known as my dentist

Updated 27 August 2015

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the practice was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008 and to pilot a new inspection process being introduced by the CQC for dental practice inspections in the primary dental care sector.

• This inspection was carried out on Monday and Tuesday 19 & 20 January 2015 by a lead inspector from the Care Quality Commission (CQC) and a specialist dental advisor working with CQC.

• Prior to the inspection we reviewed information we held about the provider and received from other organisations. We also viewed information we asked the provider to send us in advance of the inspection. This included their statement of purpose, a record of their complaints and how they dealt with them.

• During the inspection we had interviews with most members of staff, interviews with patients, a thorough inspection of all areas of the premises, an examination of all policies and processes and contracts to ensure the provider was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008. We also observed staff interaction with patients.

• We viewed the comments made by patients on comment cards we had left for them to complete prior to the inspection and read a compliments book that was available for patients in the reception area.

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?

Updated 27 August 2015

The provider has not had a CQC inspection since registration. This provider is one of the four registered legal entities located at this dental centre and run by Integrated Dental Holdings (IDH) which has acquired all four legal entities. The other legal entities are Whitecross Dental Care Ltd, Gairloch House Dental House Partnership, and Broadwalk Dental Centre Partnership for which there are separate reports.

All four practices amalgamated and moved to the new purpose built premises in the middle of 2014 having been acquired by IDH. The practice is located in the main shopping area of Knowle, Bristol and has both a ground floor and first floor with entrances on both levels. Being a new build it is compliant with the Disability Discrimination Act (DDA) 1995.There is disabled access to both floors with the addition of disabled parking level with the first floor. The whole practice consists of fourteen modern purpose built surgeries and a reception desk located on each floor. There is a dedicated Local Decontamination Unit (LDU) which serves the entire building. The practice provides both NHS and private dental treatment to adults and children.

The one practice manager is legally responsible for making sure all four of the practices meets CQC requirements along with the registered directors for each of the four companies registered at this location.

We found the practice staff were friendly, welcoming and informative. The provider has created an atmosphere where excellence is promoted. We saw evidence of good communication and team work.

We spoke with five patients who reported they were very happy with the treatment they received at the practice. They told us they found the staff to be extremely person-centred and felt they were treated with respect. The comments on the CQC comment cards were also very complimentary about the staff and the service provided.

During the inspection we toured the premises and spoke with a majority of staff on duty across both inspection days. This included the principle dentist for the practice although he is employed by only one of the legal entities registered at this practice. To assess the quality of care provided by the practice, we looked at practice policies and protocols and other records. Our key findings were as follows:

• The practice provided safe, effective and caring treatment which met patients’ needs.

• There were systems in place for staff to report incidents. There were sufficient staff on duty to deliver the service. There was enough equipment available for staff to undertake their duties and we saw the premises were in a satisfactory state of repair. It was and clean and tidy.

• Patient’s needs were assessed and care was planned and delivered in line with current best practice guidance. This included the promotion of good oral health. We saw evidence staff had received training appropriate to their roles and further training needs were identified and planned through an effective appraisal system.

• The patients we spoke with and all comment cards we reviewed indicated patients were consistently treated with kindness and respect by staff. It was reported that communication with patients and their families, and access to the service and to the dentists was good. Patients reported good access to the practice with emergency appointments available the same day.

• The practice had procedures in place to take into account any comments, concerns or complaints that were made to improve the practice.

• The practice had an accessible principle dentist and staff on duty told us they felt supported by the principle across all legal entities as the practice is run as one large practice. Staff reported patients were at the heart of the practice. This included the promotion of good oral health.

What people who use the service say.

We spoke with eight patients visiting the practice. The patients were a mixture of newly registered patients; patients who had been at Wells Road Dental Practice for a number of years and those that had been registered at other practices before they moved to large purpose built premises. Those who were not newly registered had used the dental services between two and ten years.

The majority of comments made by patients were positive and praised the practice staff. For example they spoke about: receiving excellent care and treatment; the efficiency of the service (one person told us another had been able to get an emergency appointment on the same day) and about the caring attitude of dentists.

We heard and observed how some patients found access to the practice and appointments easy and how telephones were answered after a short period of waiting. One patient told us staff had been unable to find their records on the IT system when they arrived however the reception staff had ensured they booked this patient in to an empty slot so they could be seen quickly.

Patients told us their privacy and dignity was always respected during consultations and they found the reception area was generally private enough for most discussions they needed to make.

Patients spoken with told us the practice was always kept clean and tidy and since the lower floor had been refurbished to provide additional space and the upstairs refurbished the practice felt fresh, modern and spacious. Patients told us they liked the waiting areas now as they did not feel cramped. They also said the free parking was helpful. One patient told us the move had enhanced the practices was efficiency, friendliness and caring approach.

Two patients reported the cost of treatments were not routinely discussed prior to treatment but other patients told us they had been advised in advance of the costs of treatment and advised they would be required to make an advanced payment for treatment.

Four patients told us they had received notification of the change of address and contact details of the dental practices which had moved in to this building. None of the patients, when asked, told us they had needed to complain.