We spoke with five young people who were patients and some of their parents and other family members during our inspection on 23 October 2012. All of them told us that their treatment was excellent and was meeting their needs. The young people told us they had been told by the orthodontist exactly what to expect when they received their treatment and how long the course of treatment would last. They said they had been given advice about cleaning their teeth and how to eat their food. One young person said, 'The staff told me to go on U Tube so that I could see what to expect". Another young person said, 'They explained the whole process clearly and phone numbers for me to contact if there was an emergency".We noted that staff treated people with respect and spoke to them politely. One parent said that staff were helpful and very pleasant, having had a poor experience at another orthodontic service. One person said, 'Staff are accommodating when you need to have an appointment that suits you".
The provider may wish to note that young people and their families were not aware whether the practice had a complaint policy. All said they did not have any complaints, but said they would speak directly to staff if there was an issue.