We visited Malt House Dental Centre on 23 April 2013 and observed that the all areas were clean, bright and welcoming. There was information promoting oral hygiene and an information folder containing details of the service.

We observed staff interacting politely and respectfully towards patients and saw that there were consultation rooms where patients could discuss their treatment in privacy.

We saw that policies and procedures were accessible to staff and emergency medical equipment was in place and regularly checked and maintained.

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 two patients who told us that the service delivery was excellent and the staff respectful and polite. One patient said "The service, care and treatment here is always excellent and thorough, I was very fortunate to be referred here.” Another patient described the environment as “immaculate and a pleasure to visit.”

Decontamination processes were seen to be followed and hygiene procedures adhered to by staff, to minimise the risk of cross infection.

We spoke with three staff members who were suitably qualified and demonstrated an understanding of safeguarding and mental capacity issues.

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