The information they provided and the discussion we had showed a clear recruitment pathway from advertising a vacancy through to post employment induction training. We saw there were sufficient checks in place to ensure that future employment was robust and effective and that records were updated every six or twelve months.
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.
People we spoke with told us that they had been asked to provide the dental practice information about their medical histories. They said that when they attended appointments they were asked to update this information.
The surgery has disabled access and has a surgery which is situated downstairs for people with mobility difficulties or for those people with small children.
The service has arrangements in place to help protect people from abuse, although Criminal Records Bureau checks had not been carried out for one member of staff The surgery was clean and well maintained.
The surgery has effective systems in place for the decontamination of instruments and staff had been trained to follow infection prevention and control precautions. The surgery did not have in place a system to assess and monitor that it maintains compliance with the Department of Health Code of practice on the prevention and control of infections and related guidance.