We received an action plan from the registered practice manager. This detailed the procedures put in place to address the minor concerns, in relation to formal supervision of staff. Staff will now receive formal learning and performance reviews bi annually.
We asked some people waiting for treatment to talk to us about their experiences using the service. They told us they were satisfied with their care and treatment. Comments from patients included, “This is an urgent appointment and the staff were good at sorting it out for me.” Also, "All the family come here, we are satisfied with the treatment we receive.” Another patient told us, “It is my first appointment for treatment here, they have been helpful. I was five minutes late for my first appointment the receptionist told me I was lucky to remain a patient.” This patient felt this was a one off comment and had not experienced any further negative feedback. All other comments we received told us people using the practice were satisfied with the staff and treatment they received.
People we spoke with told us they were provided with enough information about their treatment options and were kept informed about how their treatment was progressing throughout the process. One patient said, "The dentist talks about what treatment I need, and the cost of it."