We spoke with a dentist, a dental nurse, a receptionist and a manager covering for the practice manager. We spoke with six patients and looked at feedback on the NHS choices website and the practice patient survey to help us understand patients’ experience.

Patients were made aware of the nature of the service, and any costs before they signed forms to show their consent to treatment. A dental nurse explained, “We explain the forms and check they are happy to be treated under the NHS.”

Patients received an examination and treatment that focussed on their complaint. A dentist said “I aim to get them out of pain and to their next dental appointment.” A patient said, “It was exactly what I wanted. I’m scared of dentists but they did what I wanted them to do which was checking my tooth and giving me a prescription. They gave me the option of having my tooth drilled or a prescription.”

Patients were satisfied with the service. A patient said “They were quite professional and everything was fine.” Another commented, “I’m very happy. They booked an appointment straight away. The dentist was really friendly.”

The practice was clean and hygienic and followed government guidance in relation to infection control.

Checks were made to ensure staff were qualified and registered, and that they were of good character.

There were systems to gather the views of patients and changes were made as a result of feedback. There were systems to ensure the practice was safe.