We spoke with five patients, four dentists, two dental nurses, two reception staff and the practice manager. Patients spoke positively about their experiences at the service, their comments included, “I am really impressed with the treatment I have had over the years here” “Although you are told how long your appointment is if it takes longer it takes longer, you never feel rushed” and “Excellent all round service and treatment.”

The practice took the issue of consent seriously and ensured that all treatment provided was in accordance with the patient's wishes and expectations. Patients were involved in decisions about their dental care and were consulted about their treatment plans. A patient told us that their dentist had, “Talked through all my options in details, the dentist costed it out and had a thorough chat about it and what could go wrong.”

The service was clean with processes in place to sustain good levels of infection control cleanliness. Patients consistently told us that they had always found that the practice was cleaned to a high standard. A patient told us, “Perfectly clean it’s always very tidy and staff are well presented.”

Much emphasis was placed on staff receiving appropriate training and professional development to ensure they continued to have the skills needed to provide good quality safe treatments. A patient told us one of the dentists had been recommended for their specialist skills. This gave them confidence that they would receive appropriate, safe treatment. A patient told us: “I am a nervous patient and they are really good with me the reception staff today were just so kind, calming and sympathetic it really helped.”

Patients told us that they were very happy with the services that they received from the practice and as such had never had any cause to complain. Patients said that if they were ever dissatisfied then they would feel confident that they could raise any issues directly with the dentist or practice manager.