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Inspection carried out on 29/11/2016

During a routine inspection

We carried out an announced comprehensive inspection on 29th November 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.


Messenger Dental Practice is located in the centre of Gloucester and provides NHS and private treatment to patients of all ages. The practice consists of four treatment rooms, toilet facilities for patients and staff, a reception/ waiting area and a staff room and an office.

The practice treats both adults and children. The practice offers routine examinations and treatment. There are five dentists, a hygienist, five trainee dental nurses, a qualified dental nurse, two receptionists and a practice manager.

The practice’s opening hours are

8.00 to 17.00 on Monday

8.00 to 20.00 on Tuesday

8.00 to 17.00 on Wednesday

8.00 to 17.00 on Thursday

8.30 to 17.00 on Friday

Out of hours patients were directed to the local dental access centre. The practice was planning to introduce opening on Saturday mornings and extending the Monday to Friday opening hours from 8am to 8pm in January 2017.

We carried out an announced, comprehensive inspection on 29th November 2016. The inspection was led by a CQC inspector who was accompanied by a specialist dental advisor.

Before the inspection we looked at the NHS Choices website. In the previous year there had been five comments about the practice which were very positive and all five gave them five stars. The practice had responded to all the comments on NHS Choices.

For this inspection 33 people provided feedback to us about the service. Patients were positive about the care they received from the practice. They were complimentary about the service offered which they said was very good and excellent. They told us that staff were helpful, caring and friendly and the practice was clean and hygienic. We received no negative comments.

Our key findings were:

• Safe systems and processes were in place, including a lead for safeguarding and infection control.

• Staff recruitment policies were appropriate and most of the relevant checks were completed. Staff received relevant training.

• The practice had ensured that risk assessments were in place and that they were regularly reviewed.

• The clinical equipment in the practice was appropriately maintained. The practice appeared visibly clean throughout.

•The process for decontamination of instruments followed relevant guidance.

• The practice maintained appropriate dental care records and patients’ clinical details were updated.

• Patients were provided with health promotion advice to promote good oral care.

• Written consent was obtained for dental treatment.

• The dentists were aware of the process to follow when a person lacked capacity to give consent to treatment.

• All feedback that we received from patients was positive; they reported that it was a caring and friendly service.

• There were arrangements for governance at the practice such as systems for auditing patient records, infection control and radiographs.

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

  • Review the recruitment procedures to ensure an up to date DBS check and two written references are obtained before new staff start work in the practice.

  • Review the arrangements for keeping recruitment records in the practice to ensure that the registered manager has full information about prospective staff including written references.

  • Review the system for segregating cleaning equipment to reduce the risk of cross contamination.

  • Review the arrangements for communication to include a hearing loop for patients with a hearing impairment.