We spoke with a senior dentist, the practice manager, five additional members of staff and four people who used the service. We read 11 sets of treatment records and observed a consultation.

Treatment records we examined included copies of treatment plans. These had been signed by the person to indicate that they agreed with the planned treatment

People we spoke with told us that they were treated with respect. Each person said that they were given information about their oral health at each consultation and that the dentists and other professionals explained things clearly. One person said “I can always get an appointment.” Another person told us “I’m satisfied. I wouldn’t keep coming otherwise.”

Dental nurses undertook the cleaning, sterilisation and repackaging of dental instruments in a dedicated decontamination room. Staff had developed an ‘emergency warning system’ by which warnings about emergencies, such as the sudden illness of a person, could be sent to staff via the practice computer system. This showed us that the practice took steps to ensure safe and responsive care was available quickly.

Dentists, hygienists and dental nurses, were given support by the practice to help them achieve their required continuous professional development (CPD) training. Staff took steps to improve the service provided by responding to comments and suggestions.