We met with the practice manager and four other staff on duty and the registered person for the service, Dr John Chope, who was also the principal dentist for Penroses. We looked round the premises and looked at staff records and documents relating to the running of the business. We contacted fifteen people by phone, email or in the waiting rooms. Experience of using the three services provided from this Centre was represented amongst this sample of people.

All respondents told us that they found the staff both friendly and helpful, “without exception.” All said they had been fully involved in decisions about treatment and all but one person said they were given full information about proposed treatments and the options were explained to them. One person was pleased to report that the dentist discussed pain relief and allowed the patient to decide whether anaesthesia was required.

We saw that the practice was well run. The practice manager had designed forms to ensure they fulfilled the purpose for which they were needed. She wrote policies to give staff guidance on good practice and ensured that the team understood policies as they were introduced.

All the people who spoke with us said they felt safe using the service. Staff had been guided on how to implement the child protection policy. We found that vulnerable adults might not be protected as systems were not in place to identify potential harm or assess their need for additional support.