We visited Synergy Dental clinic on 24 September 2013.There were a range of leaflets and posters in the waiting room offering advice and information about the service. A patient satisfaction questionnaire was available for patients to complete if they wished to do so. We saw staff members interacting in a friendly and respectful manner with patients.

Policies and procedures were accessible to staff and emergency medical equipment was in place. Decontamination processes were followed and hygiene procedures adhered to, minimising the risk of cross infection.

We looked at a sample of electronic records, which were factual and up to date. Patients’ medical information, treatment plans and personal preferences were reviewed and updated.

We spoke with seven patients who were positive about their care at the practice. One patient commented, “I have had no pain at all during or after treatment, I would recommend to friends and family.” Another told us, “All was explained verbally, and on occasions shown through X Rays, pictures and demonstrations.” The relative of an 83 year old patient, who was hearing impaired, described staff as, “Kind, supportive, attentive, respectful and considerate”.

We spoke with two members of staff who demonstrated an understanding of safeguarding processes and capacity issues.

We saw the complaints procedure and that patient feedback was sought by the practice. Audits were regularly undertaken and the results acted upon if necessary.