People told us they had not received any information about how to complain but said they would speak to the dentist directly. We found there was a complaints procedure in place as well as systems to monitor the progress of any complaints and any recurring themes.

We spoke with three patients who had appointments at the surgery when we visited. They told us they were “treated well”, were “very happy” and “pleased with the treatment” and that the practice was “brilliant”. All confirmed they had received a written treatment plan and an estimate of the costs. We looked at a sample of five other records and saw letters describing what was discussed at the initial consultation, treatment plans, medical history forms and costs.

Procedures were in place to ensure the practice was kept clean and to reduce the risk of infection. We found the provider had a system of auditing to ensure the quality of the service was monitored and improved. However, we found that whilst there was a complaints procedure, this was not communicated to people which meant they did not know how to complain.