21 February 2013
During a routine inspection
We observed that all areas were clean. There was a large reception and waiting area in which we saw a range of posters. Some promoted oral hygiene whilst others offered information about the practice.
We observed that patients were given a pleasant welcome and spoken to with politeness and respect by the various receptionists. Patient's details were confirmed on arrival. We heard staff offer staff a range of times and dates for follow up appointments.
We spoke with 4 patients during the inspection, we were told: "I have been coming here for around 6 years. I have no complaints at all". "Everything is always explained, I always know what treatment is needed and what it's going to cost" and 'They always include the children'.
We looked at records, which were electronic, factual, and up to date. We saw patients' medical history, treatment plans and personal preferences were regularly reviewed and updated.
We saw that policies and procedures were accessible to staff behind the reception desk along with emergency medical equipment.
Decontamination processes were seen to be followed and hygiene procedures were adhered to by staff, to minimise the risk of cross infection.
We observed that comments and complaints were taken seriously by the practice and used to inform changes and improvements to the service delivered.