Dentistry Supplementary Report (part 3) - Online Feedback review

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Summary of report content

To understand local concerns about access to NHS dentistry, Healthwatch Redbridge reviewed patient feedback comments left on the NHS website, online reviews, and individual dental practice websites.

  • Their review of the 1,883 remarks left through online review sites showed 91% were positive comments, with only 9% being negative.
  • Feedback related to support and cleanliness was all positive; however, two themes (costs and access) received more negative comments.
  • Negative feedback mostly focused on people not being able to access an NHS appointment or being offered a private appointment instead as there were no NHS appointments available.
  • While some patients felt the treatment provided was good value for money; others felt that dental practices had “ripped them off”.
  • Some patients were concerned they thought they were having NHS treatment only to find they had to pay more than they expected.
  • Most of the comments regarding staff were positive (91%). Many patients used similar words to convey that staff were ‘polite, professional, and friendly’.

This report is one of the supplementary reports published by Healthwatch Redbridge. To read the primary report, click here.

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General details

Report title 
Dentistry Supplementary Report (part 3) - Online Feedback review
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Tuesday, 18 January, 2022
Date evidence capture began 
Monday, 8 June, 2020
Date evidence capture finished 
Thursday, 30 September, 2021
Key themes 
Booking appointments
Cleanliness hygiene and infection control
Communication between staff and patients
Cost of services
Health and safety
Information providing
Quality of care
Quality of treatment
Staff attitudes
Waiting times and lists for treatment

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
If this work has been done in partnership, who is the partner? 
Primary research method used 
User stories
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 
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? 
Types of health and care professionals engaged 
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? 
Not applicable
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.