We visited Monton Green Dental Practice on 3 October 2012.

We observed that the premises were clean and there were pleasant reception and waiting areas. We saw up to date and relevant information was available and appropriate posters were displayed.

Policies and procedures were accessible to staff and emergency equipment was in place. De-contamination processes were seen to be followed and staff were careful to observe all hygiene procedures, to reduce the risk of cross infection.

We observed that records were kept up to date and contained patients’ medical information, treatment plans and personal preferences.

We spoke with five members of staff, who were suitably qualified for their roles within the practice. We observed staff members interacting politely and respectfully with patients.

We spoke with six patients. Two described the service as excellent, two as very good and two as good. One patient said they had “no complaints”. One patient said that information given to them was “understandable and helpful”.

We observed patients' comments in the visitors’ book. Comments included “I have every confidence in the service provided by the dentist, hygienist and reception staff”.

“I have always received excellent, professional and caring service from all the members of the practice.”

We saw that complaints were dealt with promptly and appropriately and that the staff used comments and complaints to inform improvements to the service.