Patients’ diversity was respected. The provider told us that patients with a learning disability were offered longer appointments and that staff ensured that they spoke slowly and clearly so as to ensure they were understood. The provider told us that, where necessary, they translated treatment leaflets into local community languages. We were also told that the provider’s website was available in local community languages and patients accessing the site were able to increase the size of text.

Care and treatment was planned and delivered in a way that was intended to ensure patient's safety and welfare. We selected two patient records from the day list. The principal orthodontist was able to talk through these records and evidence that patient care had been continually assessed, documented and risks explained.

None of the patients or parents we spoke with expressed concern about the safety of the environment where care and treatment was delivered. One patient told us they felt that the practice was a “safe environment.”

There were effective systems in place to reduce the risk and spread of infection. The provider had a dedicated room for decontaminating (or cleaning and sterilising) dental instruments, with designated "clean" and "dirty" areas.

The provider securely stored records required to protect the safety and wellbeing of patients. We saw that patient medical histories were updated at each visit, as necessary.