During our visit we saw all areas were clean and tidy and there were posters and leaflets in reception offering information on opening times, out of hours arrangements and treatment. Patients were given the opportunity to give feedback about their treatment via a form on reception.

We saw that policies and procedures were accessible to staff and emergency medical equipment was in place. Decontamination processes were seen to be followed and hygiene procedures adhered to by staff, to help minimise the risk of cross infection.

We looked at records which contained medical information and these were up to date. Patients’ information, treatment plans and personal preferences were regularly reviewed.

We spoke with two members of staff who were suitably qualified for their roles and had undertaken relevant training. We observed staff members interacting politely and with respect towards patients.

We spoke with nine patients, all of whom were positive about their experience at the practice and felt that staff were respectful and courteous. One patient said “I tend to panic and the staff and dentist made me feel very relaxed.” Another patient described the service as “Excellent, very professional.” Another said “Very happy with the service, friendly staff and good service.”

We observed that regular audits were carried out and that comments, complaints and feedback were used by the practice to inform continual improvement in service delivery.