We were able to speak with three people who were in the waiting room when we visited. They confirmed that the orthodontist always explained what they were going to do. They told us that they were "very happy" with the level of information they had received. One person told us, I am always aware of what is going to happen and what is expected of me.” Another said, “I always know what the next steps are.” We were also told, “It is a warm and friendly practice. The staff are great and very supportive.” One person we spoke with told us, “I needed an emergency appointment and was seen the next day. Generally however you have to wait less than 24 hours to get an appointment.” Another person told us, “They always fit my appointments around school times and bus timetables.”

The practice is situated on the first floor of the building and due to this disabled access was restricted. However arrangements were in place to enable people who could not manage the stairs to be treated within the local NHS hospital. The practice had appropriate equipment to support people in the event of a medical emergency and was compliant with the essential quality requirements of Health Technical Memorandum 01-05: Decontamination in primary care dental practices (HTM01-05). We found that staff received appropriate professional development and were able to obtain further qualifications. The practice did have a system in place which enabled them to regularly assess and monitor the quality of service that people received.