Patient Engagement Day at Morecambe Dental Access Centre
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Healthwatch Lancashire undertook a Patient Engagement Day held on 18 May 2016 at Morecambe Dental Access Centre, where feedback was gathered from 39 patients, relatives, and carers about their experiences of accessing and using the service.
Overall, patients reported very positive experiences with the service. Most respondents (over 94%) said they were happy using the centre, and all participants stated that the opening times were convenient. Many patients described staff as friendly, patient, and supportive, particularly valuing the extra time given during appointments and the clear explanations provided.
Access to the service was generally considered straightforward. The majority of respondents (95%) said the referral process was easy, and most also found it easy to obtain an appointment. However, experiences varied, with some patients receiving same-day or rapid appointments while others reported waiting weeks or even months, indicating inconsistency in access times.
Nearly half of respondents said they had struggled to access dental services in the past. Common issues included difficulty finding NHS dentists, practices switching to private care, long travel distances, and challenges for people with disabilities.
Feedback on the environment was mixed. While the reception staff were described as welcoming and organised, the waiting area was often crowded with insufficient seating, and some patients found it noisy or uncomfortable. External signage to the clinic was also noted as unclear.
Some patients highlighted areas for improvement, including the telephone system, which could be confusing, and delays in emergency appointments due to external triage systems. Suggestions also included improving the waiting area and reducing waiting times for appointments.
In response, the provider acknowledged these issues and indicated plans to review waiting area capacity, consider adjustments to clinic scheduling, and explore improvements to booking systems and patient experience.