Dentistry Services During Coronavirus

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Summary of report content

Healthwatch Richmond created an online survey to gather feedback from 314 Richmond residents who had either accessed or attempted to access dental care since March 2020 during the COVID-19 pandemic.

The report found that a significant proportion of people seeking NHS dentistry were unable to book a routine appointment at all. Those who received care were largely positive in their ratings with 82.9% of NHS and private patients rating their care positively. Although, those with NHS dentists rated them more negatively. The general consensus is that people felt they are treated differently depending on whether they can pay for appointments. 

Recommendations about access to dentistry were made in this report. 

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General details

Report title 
Dentistry Services During Coronavirus
Local Healthwatch 
Healthwatch Richmond upon Thames
Date of publication 
Thursday, 11 February, 2021
Date evidence capture began 
Tuesday, 6 October, 2020
Date evidence capture finished 
Tuesday, 5 November, 2019
Type of report 
Key themes 
Booking appointments
Communication between staff and patients
Cost of services
Information providing
Service closure
Service delivery organisation and staffing
Waiting times and lists for treatment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
How was the information collected? 
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 
Specific ethnicity if known 
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Does the information include other people'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? 
What type of impact was determined? 
Tangible Impact (cost related)

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.