Views and experiences of NHS dentistry in the North East and North Cumbria
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Healthwatch in the North East and North Cumbria ICS area (County Durham, Darlington, Cumberland, Gateshead, Hartlepool, Middlesbrough Newcastle, North Tyneside, Northumberland, Redcar and Cleveland, South Tyneside, Stockton-on-Tees, Sunderland, Westmorland & Furness) undertook research to help the ICB in its new role of commissioning dental services. They spoke to 3,500 people via surveys, mystery shopping and user engagement.
Feedback from patients suggested that experiences and expectations of NHS dentistry are informed by their individual circumstances.
People don’t know where to get trusted information from. The information they do access is not coordinated across the stakeholders in the region and is often conflicting.
People felt that access to urgent care was based more on luck than through clear and accessible systems or need. Respondents felt NHS 111's clinical definition was too high and the triage service didn't help people in pain.
Many people are concerned about the lack of routine dental care appointments available and worry that limitations on preventative care, such as regular check-ups, will cause long-term problems in the future.
Lack of access to dental care means people are living in pain and often need more extreme treatments when they do get to see a dentist.
71% of people surveyed felt NHS dentistry services are worse than they were a year ago. This is driven by lack of access to routine appointments and being 'de-listed' by their usual practice. It is having a negative impact on the reputation of the NHS and dental profession.
Lack of access to dental care is exacerbating health inequalities for those most in need. Key barriers included: the costs of travelling to a dentist with NHS appointments; the cost of private dental fees; the challenges of articulating needs for those with learning disabilities or special needs; the difficulties of navigating the system and understanding what care to access, where and when.
People find it difficult to understand technical language and terminology when it comes to accessing dental care. In particular, people don't understand if they need to be registered with a specific practice and find fee structures too complex. This is not helped by different services using different language or outdated terms.