We spoke with five patients visiting the practice on the day of our visit. Each told us they were given sufficient information to make decisions about their treatment, and understood the costs involved. One said, “They are always clear about the charges up front”. Patients described staff as “friendly” and “lovely”.

We observed a consultation with one of the dentists and we looked at six treatment plans. We saw the treatment proposed was clearly recorded. Patients we spoke with told us their treatment was effective and in line with what they had expected.

There were effective systems in place to reduce the risk and spread of infection. Patients were cared for in a clean, hygienic environment. Reusable instruments were sterilised in each of the six surgeries, but the provider had plans to build a dedicated decontamination room.

Staff received appropriate training and professional development. Nurses and receptionists received regular appraisals, although there were no arrangements in place for dentists to be appraised.

We looked at the results of patients’ satisfaction surveys. These showed 90% of patients “would recommend the practice to family or friends”. Feedback from staff had led to improvements in the service, although patients told us they often had difficulty getting through to the practice on the telephone.

The service were audited appropriately, in accordance with the provider’s policy, to ensure it was working effectively.