Your Dentist Your Say Report

In July and August 2015 Healthwatch Lancashire undertook a research study with residents of Lancashire to identify issues relating to access to NHS dental services. The remit of the research was to engage with local residents across Lancashire with a short survey to find out whether or not people are registered with a NHS dentist and to identify how people would like to be able to access dental services in the future.   They spoke to 1,059 people.

Overall, most respondents (63%) reported being registered with an NHS dentist, while 19% used private dentists and 18% were not registered with any dentist. Among those registered with NHS dentists, around three-quarters said they usually pay for their treatment. 

A key issue identified was difficulty accessing NHS dental care. Many respondents who were either privately registered or not registered reported trying unsuccessfully to obtain NHS treatment in the previous 12 months. Reported barriers included long waiting lists, lack of available local dentists, and the need to travel long distances, with some individuals ultimately resorting to private care or remaining untreated. 

Among people not registered with a dentist, reasons included difficulty accessing services, cost concerns, fear of dentists, and satisfaction with existing private arrangements. Opinions on NHS dentistry were divided: approximately half of those without an NHS dentist wanted to register, while the other half preferred private care or were dissatisfied with NHS options. 

The report also highlighted strong preferences regarding how services should be delivered. Most participants wanted regular check-ups and preferred dental services to be located close to home. Flexible appointment times, including evenings and weekends, were important, particularly for those with work or caring responsibilities. Additionally, a majority (59%) said they would be willing to receive treatment from supervised dental students. 

Feedback from open comments emphasised several recurring themes. Access to NHS dentists was a major concern, including lack of availability, poor communication, and difficulty fitting appointments around daily life. Cost was also a significant issue, with some respondents feeling that NHS dental care was not sufficiently affordable or clearly priced. In contrast, private dentistry was often viewed positively for offering better quality care, flexibility, and continuity with a known dentist. Transport and distance to services were also common challenges, especially when NHS options required long travel.

In response to the findings, NHS England acknowledged unmet demand for NHS dental services and used the results to inform changes. These included extending opening hours at some practices, investing approximately £1.7 million to increase access, and opening new dental facilities in areas of high demand. The report also contributed to ongoing work to improve referral pathways and develop more flexible models of care tailored to different patient needs.