We visited Horwich Dental Practice on 8 January 2013 and we observed that all areas were clean and tidy. There were posters promoting oral hygiene and offering information about the practice displayed in the reception area.

We saw that policies and procedures were accessible to staff and emergency medical equipment was in place. Decontamination processes were seen to be followed and hygiene procedures were adhered to by staff, to minimise the risk of cross infection.

We looked at records, which were factual, up to date and relevant. Patients’ medical information, treatment plans and personal preferences were regularly reviewed and updated.

We spoke with four members of staff who were suitably qualified for their roles and had undertaken relevant training during their employment. We observed staff members interacting politely and with respect towards patients and noted that patients were given privacy and dignity.

We spoke with fourteen patients, all of whom felt that the service delivery was good and the staff respectful and efficient. One patient said “I am totally confident I am getting the best care.” Another told us “The staff are very good at their job, very respectful and supportive” and a third said “All staff are very friendly and professional.”

We observed that comments and feedback were sought by the practice and were used to inform changes and improvements to the service delivered.