We spoke with four patients at the practice and looked at a patient satisfaction survey to help us understand the experience of people who used the service. We also spoke to two managers, a dentist, two dental nurses and a receptionist.

We found that patients were given a detailed treatment plan which contained options and information to help them give informed consent. A patient said, “I knew exactly what was going to be happening. The dentist spoke to me in great depth.” Patients signed consent forms to indicate their agreement to treatment. Staff knew what to do if people lacked the capacity to consent.

Patients were satisfied with the service. One said, “I can’t recommend it highly enough. They’ve made a wonderful job of it and the level of care has been absolutely first class.” We saw that patients received a comprehensive assessment and their treatment reflected their plan. We found there was a culture that was patient focussed.

Infection control guidance was followed and the practice was clean, hygienic and well maintained. One patient said, “It’s immaculate,” and a dentist told us, “The cross-infection practice is second to none.”

Staff were suitably qualified, skilled and experienced. They kept their skills up to date. One patient said, “I have absolute confidence; they’re very professional.”

The provider had systems for obtaining patients’ views and for learning from incidents and complaints and found systems that ensured the practice was safe.