People's experiences of using community dentistry in the Yorkshire and Humber region

This report was produced by Healthwatch organisations across Yorkshire and Humber, including Healthwatch York, to understand patients’ experiences of using Community Dentistry services. During July 2016, local Healthwatch teams spoke to 334 patients and carers who were using these services. 

The findings showed that around three-quarters of respondents were repeat users who had returned for treatment within a year. Most people using the service were aged between 19 and 50, and more than half considered themselves to have a disability or additional support need.

Overall, patient satisfaction with Community Dentistry services was high. Most respondents reported positive experiences and were particularly pleased with the care provided by dental staff. Seventy-three percent of respondents felt that dental staff understood their complex needs, suggesting that staff were generally effective in supporting vulnerable patients and those requiring specialist care. 

Although feedback was largely positive, some issues were identified. Patients in Wakefield and York expressed a desire for longer appointments or appointments scheduled closer together. Parking was also a common concern, with some respondents reporting insufficient parking availability, including a lack of disabled parking spaces at certain locations.

The report highlighted some local access issues. In North East Lincolnshire, patients reported difficulties contacting services because reception staffing levels were low and telephone calls were not always answered. In North Yorkshire, concerns were raised about accessibility for wheelchair users, including narrow doors and difficulties manoeuvring around the Catterick Garrison clinic. 

Some patients had travelled to Leeds for treatment because they were unaware that similar Community Dentistry services were available closer to home. This suggested a need for better information about local service provision. 

Patients also offered suggestions for improvement. One of the most common ideas was to provide calming music within dental surgeries to help reduce anxiety and make appointments more comfortable. 

The report concluded that Community Dentistry services were generally well regarded by patients and carers. However, improvements could be made by addressing parking and accessibility issues, increasing awareness of available services, reviewing appointment arrangements, and ensuring facilities are fully accessible for people with disabilities. The findings were intended to inform NHS England’s review and commissioning of Community Dentistry services across the region.