We visited North Road Dental Practice on 16 January 2014. The practice was accessible to patients with mobility difficulties and there was car parking on the street outside the building.

We looked at a sample of electronic records, which contained up to date medical information. Patients were provided with explanations of their treatment options and given time to make an informed decision.

Emergency medical equipment was in place and staff undertook annual training in cardiopulmonary resuscitation (CPR). Decontamination processes were followed and hygiene procedures adhered to, minimising the risk of cross infection.

We spoke with four patients who were all positive about the practice. One patient described the staff as, “Kind, considerate and respectful”. Another said “Information given was good and understandable”.

Safeguarding policies were in place. We spoke with two staff members who demonstrated an understanding of safeguarding issues and were aware of how to report concerns.

There was a thorough induction programme and staff were well supported with on-going training and development. There were regular staff meetings and communication between staff was good.

There was a complaints procedure, summarised on a poster in the reception area. Patient feedback was sought via satisfaction surveys and the suggestion box in reception. Results were used to inform improvements to the service. Audits were regularly undertaken and issues addressed as necessary.

We spoke with people using the service on the day of our visit. They told us they were pleased with the care and treatment and that staff treated them with respect.