Experiences of accessing NHS dental services since the pandemic

Healthwatch Islington researched access to dentistry after seeing an increase in the number of people asking for them for help to find an NHS dentist.  Before the pandemic, no one had contacted them about this issue. They analysed themes in their feedback, conducted a survey and undertook interviews with dental practice staff and care home managers.  Altogether they spoke to 120 people.

An increasing number of people have been asking them about dentistry – from 10% of all signposting cases in July to September 2019 to 32% in October to December 2021. Dental enquiries that aren't requests for help finding an NHS dentist tend to be about access (for example emergency treatment, special needs access, or patient choice), entitlements (cost of care/dental charges) or complaints.

The mystery shop found that all but one of the dental practices contacted were able to book NHS appointments right now for their existing registered patients. Half of these practices said that they were accepting new NHS patients for dental appointments and the other half said that they were not accepting new NHS patients.

The report contains three case studies where Healthwatch Islington worked intensively with vulnerable local residents to get a dentist, including urgent access to dentistry for asylum seekers.

As a group, survey respondents who were registered with an NHS dentist gave a much more positive response to the question, 'In the past 18 months, how easy or difficult have you found getting a dental appointment?' than respondents who weren't registered. People are less likely to be registered with a dentist if a) they have recently moved to Islington (within the last two years), or b) they have fallen off the system/lost connection with their previous dentist.

The report contains five recommendations.