Croydon residents' experiences of accessing and using NHS dental services

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Summary of report content

Healthwatch Croydon undertook research into access to NHS dentistry as they wanted to understand the specific issues affecting people in Croydon.  They ran a survey to which 156 people responded.

They found:

  • There was variability in access to NHS dentistry
  • Most needed treatment because they had an urgent need or were in pain but a quarter wanted a check up
  • Respondents got their information about dental treatment from dentist and national NHS websites but did not find it that useful;
  • Most rely on the dentist they usually use even if they are not regular attendees
  • Once patients can get an appointment, they are usually happy with the aspects of service they get.
  • Almost half were satisfied with the outcome of their appointment, but over a quarter were not satisfied
  • Almost all see access to NHS treatment as important
  • Cost is a significant factor
  • Private appointments are offered but only half were taken up

The report contains nine recommendations.

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General details

Report title 
Croydon residents' experiences of accessing and using NHS dental services
Local Healthwatch 
Healthwatch Croydon
Date of publication 
Monday, 13 June, 2022
Date evidence capture began 
Friday, 29 January, 2021
Date evidence capture finished 
Thursday, 3 June, 2021
Key themes 
Cost of services
Quality of treatment
Service delivery organisation and staffing
Waiting times and lists for treatment

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
Dentist (non-hospital)

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known
What type of impact was determined? 
Implied Impact

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.