Access to emergency dentistry care and registration options during COVID-19

In November 2020, Healthwatch Newham conducted dentist mystery shopping to determine levels of access to emergency care and registration options during COVID-19. In February 2019, Healthwatch Newham conducted research to evaluate all 29 dental practices across Newham after receiving feedback from residents who were finding it difficult to secure an appointment. From the research, it was highlighted that whilst 86% of practices were taking new patients, 45% of dental practices contracted to provide NHS routine appointment had a waiting time of 4 weeks to 3 months. After the first COVID-19 lockdown Healthwatch Newham started to receive feedback from patients who had experienced some difficulty booking emergency NHS dental appointments, some dental practices refusing to see patients, or register new NHS patients.

Healthwatch Newham conducted mystery shopping on their dental practices and found that although dental practices were supposed to be seeing patients and offering some appointments, most practices they contacted were unable to offer an emergency appointment to patients. They found that 93% of dental practices in Newham have limited NHS emergency appointment capacity and are not seeing new walk-in patients, of which only 16% offered a private emergency appointment due to pressures on their services. Access to the Urgent Dental Care (UDC) also appears to be limited and difficult for some patients who require emergency appointments. 17% of dentist were offering private emergency appointments only. 93% of dental practices said they could not register NHS patients either because of COVID-19 backlog or lack of capacity and resources. For alternative emergency appointment, 74% of practices suggested patients should contact NHS 111.

Healthwatch Newham recommended that there is an urgent need in Newham to review the allocation of NHS emergency appointment, access to Urgent Dental Care hub services and improving capacity to allow for new patients to register.