We spoke with four patients who had visited the surgery on the day of our visit. We asked them about the services provided by the dental practice.

People were complimentary about the appointment system, competence and professionalism of staff and the level of information provided when they had attended the practice. Comments included, “The receptionist staff are very friendly and helpful”, “when I needed an emergency appointment I was seen on the same day” and “don’t know if they have a complaint procedure, never really thought about it as I’ve never had to complain”.

The provider sought consent for treatment and patient’s records were up-to-date and securely stored. People told us that they were advised on the course of treatment by their dentist before consenting to treatment.

The premises were clean and well organised and staff routinely followed infection control procedures when carrying out treatments.

Staff received training to keep their knowledge and skills up-to-date.

People had opportunities to contribute their views about the quality of the service.

The provider had systems for monitoring the quality of services provided and had a complaints procedure. People told us they felt they would be listened to if they raised a concern or had a complaint about the services provided.

We spoke with six people who were attending the practice for treatment or checks. One of these told us they had been using the practice for many years and although they no longer live close by, they continue to use the practice because they are happy with the treatment they receive and feel the practice is “really good”. They said they were happy that they received reminder messages on their telephone about their appointment just before it was due. They told us they had no concerns but should they have cause, they would contact the local Patient Advisory and Liaison Service (PALS).

There were several young people attending for treatment. One of these told us they were anticipating that the dentist would be explaining their treatment throughout the process. They said they felt confident about asking the dentist about their treatment adding they “never had cause for complaint, liked the staff, who were friendly, and found the practice to be clean”.

Other people shared these views about the practice with one family expressing how happy they were about being able to get appointment times that were convenient to them.

In addition to the manager we spoke with three of the staff. They told us they enjoyed working for the organisation and were pleased with the training they received. The reception staff felt that it was good that their role in allaying the fears of people who were nervous was recognised.