We spoke with six patients in the practice in private and seven patients or their representatives by telephone following our visit to the service. People were highly complementary about the quality of the service provided at the practice. One patient told us "They are excellent. She is so enthusiastic and nothing is too much trouble". Another said "Cannot fault the service. All the staff are welcoming and professional”. The practice was described as “wonderful”, “brilliant”, “immaculate” and “fantastic” by other patients or their representatives. People told us they had been treated respectfully and the practice was well run and efficient. We were told that the orthodontists fully explained treatment options in a way people could understand and explained the various costs involved if applicable.

We saw the provider sought consent for treatment when private treatment plans were proposed. Signed consents and medical history information was scanned into the computer system. Records for people who used the services were up-to-date and stored electronically. The premises were clean and well organised and staff routinely followed infection control procedures when carrying out treatments. Staff received appropriate training to enhance their knowledge and skills and to keep them up-to-date. The practice had a complaints procedure and people felt they would be listened to if they raised a concern or had a complaint about the services provided.