16 May 2012
During a routine inspection
People told us that staff treated them in a respectful manner. One person said that nobody likes going to the dentist, but they 'Always felt comfortable' using this service. They felt it was because staff were 'Friendly' and took the time to 'Listen' to what they said.
Two people told us that the only criticism they had was the phone system. One person said that they 'Have rung all day' trying to get through. The second person felt more phone lines were needed. When we asked two other people they said they had not come across the problem.
We found that people were not aware of the formal complaints procedure but told us if they had a concern that they would speak to staff at the time. One person told us they felt quite comfortable to 'Voice" their concerns, if they had any.
One person told us they had recommended the service to relatives who were 'Also happy.' When we asked another person if they would recommend the service to others, they told us 'I already have.'
People told us staff took time to discuss their different treatment options with them. One person told us they never felt 'Pushed' into making decisions, especially where money was involved. People told us they liked the new appointment 'reminder' system. One person described the system as 'Fantastic' as it was easy to forget when their check up or appointment was due.