High Street Smiles - Golborne

Updated 5 March 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.

• We carried out an announced inspection on 03 February 2015. This inspection was carried out by a CQC inspector.

We informed the NHS England local area team that we were inspecting the practice; however we did not receive any information of concern from them.

We reviewed the information we had about this provider from the previous inspection. The practice sent us their statement of purpose and a summary of complaints they had received in the last 12 months. We also reviewed further information on the day of the inspection.

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 therefore formed the framework for the areas we looked at during the inspection. This did not highlight any significant areas of risk across the five key question areas.

Updated 5 March 2015

We carried out a comprehensive inspection of High Street Smiles Golborne Dental Practice on 03 February 2015.

The practice offers mainly NHS treatment services for its patient population but they do provide some private treatment such as dental implants. High Street Smiles Golborne Dental Practice has a principal dentist, four associate dentists, a practice manager, five qualified dental nurses, one who is also the receptionist, and a trainee dental nurse. At the time of our inspection there was one dentist on duty.

The practice manager is legally responsible for making sure the practice meets CQC requirements as the registered manager.

We spoke with two patients who used the service on the day of our inspection and reviewed 45 CQC comment cards that had been completed by patients prior to the inspection. The patients we spoke with were very complimentary about the service. They told us they found the staff to be extremely friendly and welcoming 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 five staff on duty that day. This included the dentist on duty. 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:

• 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 was maintained to a good standard and clean and tidy.

• Patient’s needs were assessed and care was planned and delivered in line with current 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 the appraisal process.

• The patients we spoke with and all comment cards we reviewed indicated that patients were consistently treated with kindness and respect by staff. It was reported that communication with patients and their families, 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 and visible principal dentist and practice manager. Staff on duty told us they felt supported by both the principal and practice manager. Staff reported that patients were at the heart of the practice. This included the promotion of good oral health. Staff had received training appropriate to their roles and there was an effective appraisal system in place.