We visited The Ivy Dental Practice on 12 February 2014. The ground floor was accessible to patients with mobility difficulties, via a ramp to the rear entrance.

All areas were clean and tidy and there was clear signage. There was a practice leaflet containing patient information and oral hygiene products were available for patients to purchase. Staff were helpful and friendly and treated patients with respect.

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

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.

Staff had access to continual training and development. We spoke with two members of staff who felt well supported in their employment.

We spoke with three patients who were positive about the treatment they received. One patient said, “Staff are always happy to answer any questions”. Another described the staff as “Very good, helpful and friendly”.

There was a complaints procedure, summarised in the patient leaflet. Patient feedback was sought in various ways and results were used to inform improvements to the service. Audits were regularly undertaken, but some of these needed to be formalised and recorded.