On the 11 February 2014 we found the provider non-compliant in two regulations. The first being for the requirements for workers and the second for complaints. The provider sent us a report that set out the steps they would take to ensure they met the regulations. At this inspection we found the provider had taken all necessary steps and was now compliant with the regulations.

The provider’s head office was responsible for recruitment and held the files for staff working at the practice. For the inspection the manager was able to provide us with copies of the relevant information required and we found this to be in line with the regulations.

The provider’s head office dealt with written complaints. We reviewed the complaints policy and found this to be up to date and relevant. The complaints policy was clearly on display in the waiting area for patients to review. The manager had recorded any verbal concerns raised by patients and how they had been resolved. Staff told us any relevant concerns were discussed to ensure lessons could be learnt.

We did not speak to patients during this inspection.

We found people were involved in making decisions about their care, treatment and support. People were cared for in a clean well maintained environment.

Three people who used the service told us ‘they were provided with good information about the treatments. They told us that they found the written information provided very helpful and informative. They wrote, ‘The staff were always polite and helpful’.

One person wrote, ‘I have been using this practice for two years and I am very satisfied. The staff respects me and the orthodontist has provided me with sufficient information that helps me to make choices about my treatment.’

The three people whom we surveyed wrote, ‘The practice is comfortable and accommodating and that appointments are flexible to meet my needs.’

People told us the orthodontist made sure they understood their treatment and choice by giving information in a way they could understand. People said a range of treatment was discussed with them, but they made the choice of treatment they wanted.

We found that the provider had not ensured an effective selection process was in place to ensure suitable staff were employed, and the provider had not kept a record of complaints which was readily available for inspection neither had they brought the complaints system to the attention of people who used the service.

People said they were very happy with their treatment. They told us the Orthodontist spoke to them directly and then to their relatives. They said the Orthodontist listened to what they had to say about their treatment. They told us the Orthodontist made sure they understood their treatment and choice by repeating information in a way they could understand. They said this helped them to make a choice.

People who used the surgery told us the staff always made them felt welcome. One person told us they were very apprehensive about the visit today, but on entering the surgery, the receptionist smiled at them and they felt very much better.

People told us the Orthodontist asked them questions about their medical health at each visit. He wanted to know if there were any changes to their health. People said a range of treatment was discussed with them, but they made the choice of treatment they wanted.

They told us the Orthodontist made sure they understood their treatment choices by repeating the information in a way they were able to understand. People told us they were given after treatment information and what to expect.

People told us the surgery was always clean and tidy on their visits.