Dental services report

One of the key issues that people in North Somerset discuss with Healthwatch North Somerset is difficulties experienced accessing NHS dental services, in particular in areas outside of Weston-super-Mare. It was also highlighted that there are particular difficulties in accessing treatment for people who have disabilities and are unable to leave their homes. As a result of intelligence received from the public, Healthwatch North Somerset decided to investigate and evaluate access to NHS dental service provision in North Somerset.

It was decided that the best and most accurate way to understand the difficulties faced by members of the public when seeking access to NHS dental services was to act as a Secret Shopper. This method would allow us to simulate the experience of a patient, and enable a viable evaluation. In May 2015 Healthwatch North Somerset conducted a Secret Shopper exercise. During this time, they phoned each dental practice in North Somerset and phoned the 111 service, as they provide information on local NHS dentists and emergency appointments.

Their investigation shows that the main areas of concern are the NHS Choices website which contains out of date and misleading information and the 111 service which provided incorrect information. Patients should expect current and up to date information when using NHS Choices and not have to work their way through a list of dentists in North Somerset in the hope one might take on new NHS patients.

Healthwatch North Somerset recommends NHS England and North Somerset dental practices develop a protocol to work together to ensure the dentist information on NHS Choices website is maintained, up to date and accurate. The 111 service have access to accurate and up to date dental service information in North Somerset to enable them to fulfil their signposting role. NHS England investigate ways to inform people with a disability or medical condition who are housebound, about how to access a NHS dentist if required.