We visited Accessible Orthodontics on 31 January 2013 where we spoke with two orthodontists, a dentist, two dental nurses, the human resources manager, administration manager and business manager. We also spoke over the telephone with six patients who used the practice to gather information about their experiences of the service they received. Patients told us they were happy with their care and treatment and had been involved in discussions about their treatment before it took place. We were told that information about fees was provided at a face to face meeting and followed up in writing.

We saw that information about treatment and oral health and hygiene was available in the reception area. We were told that videos were shown to patients in treatment rooms to explain some of the processes that formed their treatment. One patient told us, "This was helpful, so that we knew what to expect."

We saw that a copy of the service's complaints procedure was displayed in the reception area. All of the patients we spoke with told us they were aware of the procedure for raising concerns and complaints. We were told, "I have never had to complain" and "I have been several times and have nothing bad to say about anything."

We saw that suitable arrangements for the control of infection and the decontamination of instruments were in place. Staff were able to show us the decontamination process and describe how the equipment was monitored to ensure it was working efficiently.