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Inspection carried out on 29 June 2016

During a routine inspection

We carried out an announced comprehensive inspection on 29 June 2016 to ask the practice the following key questions; Are services safe, effective, caring, responsive and well-led?

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.


Hare Lane Dental Practice is a general dental practice in Claygate, Surrey, offering NHS and private dental treatment to adults and children. The practice also offers specialist treatment for advanced gum disease provided by a registered specialist. The premises are located above The Cooperative food store in Claygate. There are two dental treatment rooms a decontamination room, a reception area and a waiting room.

The practice staffing consisted of a principal dentist (who was also the provider), three general dentists, a specialist dentist in periodontology, two dental hygienists, three dental nurses (including a trainee), two receptionists and a practice manager. The dental team worked various part-time hours to accommodate flexible working depending on the need.

The principal dentist is registered with the Care Quality Commission (CQC) as an individual. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the practice is run.

We reviewed 36 Care Quality Commission (CQC) comment cards that had been completed by patients in the two weeks prior to our inspection. Common themes were patients felt they received excellent care from dentists who were kind, caring and gentle. They also commented that dental nurses appeared well trained and the reception staff were always smiling, helpful and welcoming.

Our key findings were:

  • There was an induction programme for staff to follow which ensured they were skilled and competent in delivering safe and effective care and support to patients.
  • The practice ensured staff maintained the necessary skills and competence to support the needs of patients.
  • There were effective systems in place to reduce the risk and spread of infection. We found the treatment rooms and equipment were visibly clean.
  • There were systems in place to check equipment had been serviced regularly, including the dental air compressor, autoclaves, fire extinguishers and the X-ray equipment.

  • We found the dentists regularly assessed each patient’s gum health and dentists took X-rays at appropriate intervals.

  • The practice kept up to date with current guidelines when considering the care and treatment needs of patients.

  • Staff had been trained to handle emergencies and appropriate medicines and life-saving equipment were readily available.

  • Patients received clear explanations about their proposed treatment, and its costs, benefits and risks and were involved in making decisions about it.

  • Patients were treated with dignity and respect and confidentiality was maintained.

  • The appointment system met the needs of patients and waiting times were kept to a minimum.

  • There was an effective complaints system and the practice was open and transparent with patients if a mistake had been made.

  • Staff demonstrated knowledge of the practice whistleblowing policy and were confident they would raise a concern about another staff member’s performance if it was necessary.

  • At our visit we observed staff were kind, caring and very welcoming.

  • There was an effective system in place to act on feedback received from patients and staff.