We looked at nine patient records and spoke with three patients visiting the practice during our inspection. We spoke with all of the staff on duty on the day of our inspection. We looked at the provider's website and NHS Choices website to look at the information they provided patients and how they responded to patient feedback about their service.We found service to be responsive because we were told by patients they could always be accommodated for an appointment. We were told 'when I had an emergency the dentist stayed later to see me' and 'I have always been seen the same day'. We also saw the service provided an insurance scheme to facilitate patients to have treatment. Patients told us "the service is very flexible and we have a courtesy call to remind us about appointments".
Patients commented on the caring attitude and attentiveness of all staff who worked at the service. One patient told us 'I feel like I'm part of the family, they all know me as I have been coming here for so long'. All of the patients who spoke with us had been with the practice for several years.
We saw there were policies and procedures in place which indicated the service was well led and provided professional guidance and training to the staff who worked there. Staff told us 'we have a very good settled team, we work well together' and 'the practice manager is excellent and will always listen and take action'. Patients told us "I would recommend this practice to anyone".
We asked patients about the service and if they were satisfied with the treatment they had received. We were told "the dentists are very skilled at putting you at your ease and taking time to explain the treatment ". Another patient told us 'when I came here I know I needed remedial treatment but I listened to the dentists and had the recommended treatment and now my teeth are at a level where my visits are just for monitoring ' I am really impressed how they achieved this'. We read comments from patients who used the service on their website these recorded satisfaction with the effective treatment patients had received.
During our visit we looked around the premises to ensure treatment was provided in a safe environment. We found the premises were suitable and fit for purpose. Staff told us they received training and support to enable them to provide a safe service. They confirmed to us their understanding of obtaining informed consent and supporting patients to make choices which suited them. We saw the provider had not fully implemented their own recruitment procedure which meant the practice could not demonstrate appropriate checks had been undertaken before staff began to work at the surgery.