We spoke to eight people who used the dentist, one dental hygienist, two dental nurses, the practice manager and three dentists.

Patients spoke positively about the service. One person said “I’ve been coming for years, and they are all very nice here and always put you at your ease.” The provider kept a suggestions and comments book for patients in reception. We saw six comments for May and one for June which were all very complimentary and positive about care and treatments received.

Patients told us they were involved with their treatment plans and permission was always sought before any treatment commenced. We looked at treatment plans and found detailed clinical records of assessments completed and what treatment options had been discussed. We saw patients had a detailed plan for each course of treatment. Each plan was signed by the patient to consent for the treatment and costs. The provider demonstrated they understood how to support patients with impaired capacity appropriately following guidance from the Mental Health Act 2005.

The provider worked effectively with others for the benefit of patients. Referrals to specialist dentists or doctors were made promptly and included sufficient clinical detail for others to establish the priority of the referral and what actions to take next.

The provider had systems in place which ensured the correct medicines were available to respond to medical emergencies. Staff had appropriate training to deal with medical emergencies. All staff knew where the emergency medicines and resuscitation equipment could be located on the premises.

The provider had effective recruitment and selection processes. This ensured prospective staff were suitable and appropriate for their clinical or administrative roles. Appropriate checks were made with external agencies and others to ensure staff were of good character and fit for the post.

The provider had appropriate systems to receive, respond to and monitor complaints. The patients we spoke with were all complimentary about the care and treatment they received. Patients said if they had to make a complaint they would not hesitate to talk with staff and felt they would be listened to and responded to appropriately.

We spoke with three people attending the practice either for a routine check-up or treatment during our inspection visit on 05 September 2012.

Each person we spoke with was complimentary about the staff working at the practice. People told us they had no difficulty arranging appointments. On the day of our visit one dentist was on sick leave. We saw reception staff had notified people by telephone and alternative appointments had been arranged.

We saw reception staff were friendly and chatty with people and their families. They took time to include children in their conversations. People we spoke with described the reception staff as “helpful and polite”.

The people we spoke with who had received treatment told us they were always given detailed information about why it was needed and any available options were discussed with them.

People told us they were asked about their medical history. They said that if they needed treatment they were given a copy of the plan that set out what treatment was required and its cost. The dental nurses explained they would record on the treatment plans whether people had declined or accepted recommendations such as hygienist services. We saw people signed the treatment plan to confirm the contents.

People said they were provided with advice about oral health and hygiene.

We saw processes for the decontamination of instruments were carried out in accordance with national guidance. Health and safety checks were regularly completed. People we spoke with confirmed staff always wore appropriate protective clothing and the premises were clean and hygienic.