Patients we spoke with considered that the staff at the surgery were always polite and courteous and they waited no longer than five to ten minutes to see the dentist. People told us that the dentists always explained well what they were going to do and gave them good advice about oral hygiene. A satisfaction survey carried out in July 2012 returned all positive reponses across all areas of the service. Information leaflets were available for patients. Time was set aside each day to accommodate patients requiring an urgent appointment. The complaints procedure for the practice was displayed in the waiting room area.

White House Dental Practice had been a member of the British Dental Association good practice scheme since 2008. This meant that the practice had a set of policies and procedures in place to maintain the safety and welfare of patients. Patient records contained all the relevant clinical information. Procedures were in place for dealing with emergencies and emergency response equipment was checked regularly.

The premises appeared clean and tidy throughout and there was a separate decontamination room for cleaning dental instruments. Staff meetings were held monthly and a whole range of topics was discussed. Each member of staff kept their own professional development file and these contained certificates and records of post-registration training they had undertaken.