Patients who used the service understood the care and treatment choices available to them. We spoke with two patients who told us that the dentist explained treatment in a way they understood. One patient said “the dentist tells me what my options are for treatment, the receptionist tells me what it will cost“. Another patient told us “the dentist is always great with children, letting them see and be involved in the treatment”.

Patients expressed their views and were involved in making decisions about their care and treatment. One patient said “I feel fully involved and am consulted along the way”.

People’s diversity, values and human rights were respected. The surgery was able to offer disabled access to patients via a ramp. The surgery had some Russian patients, most of whom speak English very well but some would bring an interpreter with them.

The practice was a member of the British Dental Association (BDA) good practice scheme which meant they have to comply with nationaaly recognised standards of good practice. Good practice assessors can visit the practice unannounced at any time. The surgery monitors the quality of the service they have provided by gaining feedback from patients and by regular audits. A recent audit of how they gained patients consent showed they scored 95% of a 100%. One patient said “I am very grateful for the way my treatment was handled. I would recommend it”.

The practice had robust decontamination processes in place to ensure that patients were protected from cross infection. Staff working at the practice were well trained, supported and supervised we saw records of training, one to one supervision and staff annual appraisal. Staff told us they were well supported and could access training.

The practice gained feedback from patients who used the service by questionnaires, also verbally following treatment and patients could comment anonymously by suggestion box.