15 December 2011
During a routine inspection
People we spoke with said they were very happy with the service they received. They told us the staff were helpful and friendly. One person said 'I have recommended this practice to friends and family.'
One person who had a mobility problem said that they were always able to use the downstairs surgery.
We asked about being able to get an appointment and if they had to wait over their
appointment time to be seen. One person told us 'The surgery send check up dates and times, if it's not suitable you can phone and change it.' Another person said 'They have a notice in the waiting room to say if you have been waiting for 20 minutes let the reception staff know, but I have never waited that long.'
When we looked at information held in the practice, we did see that waiting times was an area of dissatisfaction for a number of people.
We asked about receiving treatment as an emergency. The manager told us that they did not hold appointments for emergencies but allowed people to come in whenever they needed on the understanding that they had to wait. People spoken with confirmed that they were able to get emergency appointments when needed.
Staff spoken with told us that they were very happy working at the practice and that they felt they received a good level of training and support from the manager.
People we spoke with said everything always looked clean. One person said, 'Yes it always looks clean.' Another said 'It's spotless.'
People confirmed that the dentists and nurses always offered them glasses to protect their eyes. We were told the dentists wore these themselves and that they always wore disposable gloves. Staff said there was always a sufficient supply of gloves, aprons, hand wash, gels and other items required to ensure standards of care.
Staff spoken with told us that they had attended training in the decontamination of
equipment and infection control. Staff said they felt confident with the procedures and that there was additional guidance to follow if needed. Staff were able to show us the
decontamination process and describe how the equipment was monitored to ensure it was working efficiently.
A number of people that used the practice commented on how things had improved over the past two years. People told us 'Things have got better recently and the surgery is Ok now ' and ' It's much better now, I am able to see the same dentist.'