We visited M&N Dental Practice on 11 February 2013 and found a clean, friendly environment.

Information was clearly displayed in the waiting area which informed people who used the service about the treatments available and associated costs, as well as information about access for people with restricted mobility.

We were told that the practice had a high Polish population, although we noted that the information displayed was in English. We discussed this with staff who told us that staff members within the practice spoke the languages of people who used the service, so this had not been an issue. Copies of medical questionnaires had been translated and laminated to assist people when completing these. Staff said other information was available in Polish if required but had not been requested previously.

We spoke with three people using the service who said they had been coming to the practice for years and were very happy with the care. One person said “… the dentist is fantastic. I’ve needed quite a bit of treatment and they have kept me informed throughout”.

The practice had systems in place to ensure treatment was delivered safely and that the prevention and control of infection was robustly managed. This included a designated decontamination area and designated member of staff.

Information about how people could raise concerns or make a complaint was clearly displayed, and the practice had clear procedures in place to manage complaints if they arose.