During our inspection visit on 21 March 2012 we were able to speak with 12 people attending the practice either for routine check –ups, examinations or treatment. We spoke with some people both before and after they had seen their dentist in order to hear about their experiences.

With the agreement of one person we also observed them having an examination as part of their first visit to the dental practice. This was not in order to observe clinical procedures but the behaviour and attitude of staff. It was also to see how people were informed about dental care issues and how infection control procedures were implemented.

People we spoke with told were largely complimentary and expressed positive views about the dentists, other staff and the environment. Several people said that they could not find any fault with the practice. People described their dentists as “brilliant”, “excellent”, “very nice”, “gentle” and “competent”. Other staff were described as “pleasant” “helpful”, “polite” and “good”.

A number of people commented about the premises and how the practice operated. They told us they thought it was “clean” and “ultra modern” and “well organised and efficient”.

One person we spoke with told us that their experience on their first visit was negative but subsequently they had changed their opinion.

People told us they had no difficulty making appointments and that if urgent treatment was required it was arranged very quickly. We spoke with one person who telephoned the practice for emergency treatment at 9:30 a.m. on the day of our inspection and was seen within three hours.

Everyone told us that dentists and the hygienist explained everything. They said that X-rays were used to help them understand why treatment was required and that they received advice about dental care and oral hygiene.They told us they were given printed plans when they needed treatment that set out the treatment required and its cost. They said they had to provide information about their medical history and that this was regularly updated.