Enter and view: mydentist, Grange Road, Hartlepool

Healthwatch Hartlepool undertook an enter and view visit to mydentist on 17 December 2025. Its purpose was to gather patient feedback and understand their experiences of dental care at the practice, particularly in relation to patient-centred care. 

The report explains that mydentist is a large national dental provider delivering both NHS and private services, with this practice serving a substantial number of patients. At the time of the visit, the practice was not accepting new NHS patients due to capacity pressures, although it offered limited emergency access sessions for those without a regular dentist. 

The visit involved direct observation, discussions with staff and patients, and a questionnaire completed by 17 patients. The findings show that most patients attend for annual check-ups and many have used both NHS and private services, often choosing private care to receive treatment more quickly despite higher costs.

Overall, patients reported high levels of satisfaction with the quality of care provided. They described staff as friendly, welcoming, and professional, and stated that dentists clearly explained treatments, costs, and aftercare. All respondents said they were satisfied with their treatment and felt well informed about their dental care. 

However, the report also identifies several issues. The most significant concern raised by patients was the limited availability of NHS appointments, which sometimes led to long waits or the need to seek private treatment. Patients also noted occasional delays to appointments, difficulties getting through on the phone, and concerns about the cleanliness and condition of seating in the waiting area.

Despite these issues, the overall experience of the visit was positive, and the practice was commended for the high standard of care and the professionalism of its staff. 

The report concludes with recommendations that the practice should explore ways to increase NHS appointment availability, improve appointment punctuality, and maintain the waiting area to a better standard. It also acknowledges and praises the practice’s participation in an emergency access scheme and its commitment to delivering respectful and patient-focused care.