We spoke with eight people who used the service to gain their experiences of the service they had received. These people included people who were nervous, had received extensive treatment, had mobility difficulties, were new or had attended the practice for a number of years. Everybody we spoke with was extremely satisfied with the service they had received and told us they would ‘definitely’ recommend the practice.

People told us that they were always made welcome and were greeted and treated by people who knew them well. They told us they were fully involved in their dental care and their treatment options were always fully discussed with them. They said they were regularly asked about changes to their medical history and said their examinations and treatment was always thorough. They told us they were given the right amount of information to make an informed decision about any treatment. They said staff explained the treatment options available to them and gave them time to ask any questions. People said they felt listened to and were able to make choices about their treatment. They said they were always provided with an estimate of charges for treatment and this was always fully explained. Staff were very complimentary of the practice and said they provided “excellent customer service”.

People told us they were always treated with respect and their dignity and privacy was upheld. They said the practice was always spotlessly clean and staff wore personal protective clothing to include uniforms, gloves and face masks. People told us staff were sensitive to their needs for example two people told us that they were treated in the ground floor surgery because they were unable to manage the stairs to the rooms on the first floor. Another person told us the dentist had been “absolutely exceptional” with managing their anxieties and gave them lots of additional time when undertaking treatment to alleviate their fears. Comments included,

“The service and dental care is second to none, it’s exceptional. I wouldn’t entertain going anywhere else”.

“The dentist lives for his job. He is very dedicated and gives me a running commentary of what he is doing which puts me at ease. I love going there”.

“I couldn’t wish for a nicer dentist. They are absolutely marvellous, I can’t fault them”.

The practice had arrangements in place to deal with medical emergencies and staff had received annual refreshers to keep their skills and knowledge up to date. A professional who delivered training and completed infection control audits told us, “This practice is very proactive and has embraced guidance and worked hard to get where they are”.