During our visit to Premier Smile Studio Specialist Dental Clinic on 23 October 2012 we were unable to speak with any people waiting to see the dentist as no appointments had been booked to take place during our visit. However we saw regular surveys and questionnaires that were completed by people receiving treatment. We could see from the results of these, and the subsequent actions taken by the provider, that peoples’ views and experiences had been taken into account and listened to when planning treatments. For example following a patient satisfaction audit routine appointment times had been lengthened to ensure people did not have to wait too long. We also saw that late evenings and some Saturday appointments had been made available as a direct request by the people using the service.

The results of the surveys indicated that people were satisfied with the treatment that they received. We saw examples of ‘thank you’ cards and letters sent to the clinic following treatment to confirm this.