During our visit to Ladygrove dental practice we met with the provider, Dr James Brown. We spoke with three members of staff. We spoke with six patients and looked at six patient records.

Patients told us they were treated with respect and did not feel rushed. One patient said “they always treat me well and are always very friendly”. Patients said they were rarely kept waiting for appointments.

All of the patients we spoke with were very happy with the dental treatment they received. A patient said “he [the dentist] will always explain things clearly and properly”. Another patient told us they had been involved in deciding their treatment and had opted not to have a root removed. We looked at patient records which confirmed the treatment patients said they received.

The practice followed decontamination procedures that minimised the risk and spread of infection.

Staff told us they were supported to carry out their roles. A dental nurse said “we all talk openly. I have the support from the team. If there’s a problem I’ve been told straight away”. We saw that staff received training specific to their job.

The practice had systems in place to seek and act on patient feedback and carried out audits to monitor clinical quality. Records relating to improvement from audits and staff were not always created and maintained. The security of records had not been adequately addressed.