Patients' diversity was respected. We saw that the provider kept a “translation fan” in reception. This supported staff when communicating with patients who had limited English and enabled them to ask commonly used dental questions (e.g. what is your address?) in local community languages such as Polish or Arabic. We also saw that the reception desk was wheelchair accessible.

None of the patients we spoke with expressed concerns about the quality of care and treatment received. For example, when we discussed waiting times one patient remarked ’I have never had to wait for more than 10 minutes.’’

Staff we spoke with demonstrated an understanding of safeguarding children and vulnerable adults. They were able to describe possible types of abuse such as physical abuse and neglect. They were also able to explain what they would do if they had a safeguarding concern.

The provider had a dedicated room for decontaminating (or cleaning and sterilising) dental instruments with designated "clean" and "dirty" areas. A dental nurse could explain the provider’s process for cleaning and sterilising dental instruments. This included the use of an autoclave machine to sterilise the cleaned dental instruments.

Staff records and other records relevant to the management of the services were accurate and fit for purpose. During the course of our inspection, the provider was able to promptly locate policies, procedures and staff training records.