Local residents’ experiences of Dental services in Telford & Wrekin

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Summary of report content

Healthwatch Telford and Wrekin asked local residents to share their experiences of dentistry to understand what major factors influence their experiences and identify any differences between NHS patients and private patients. Engagement was carried out between February – May 2020 using SurveyMonkey, with a total of 50 respondents

Overall, most patients were happy with the service they were receiving from their Dental Practice. Patients would like the booking system to be improved because of the lack of availability and would prefer a more flexible approach, such as offering early mornings or weekend appointments. Appointment reminders were considered helpful. Booking an emergency appointment was difficult. Some patients felt that when trying to book an appointment with the Receptionist(s) their attitude towards them made it more difficult.

 Patients who had an appointment and were waiting to see the Dentist or Hygienist were not offered a reason for any delay. When patients had booked in to see a specific Dental Professional, they were still able to see the professional they originally booked their appointment with.

Whilst only a small number of patients received medication, more than 30% of these patients felt that not everything they needed to know was explained to them.   Over half weren’t aware whether their practice provided information in different ways.

Access to some Dental Practices could be improved, specifically for wheelchair users.

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General details

Report title 
Local residents’ experiences of Dental services in Telford & Wrekin
Local Healthwatch 
Healthwatch Telford & Wrekin
Date of publication 
Monday, 5 October, 2020
Date evidence capture began 
Saturday, 1 February, 2020
Date evidence capture finished 
Sunday, 31 May, 2020
Type of report 
Key themes 
Booking appointments
Communication between staff and patients
Information providing
Quality of care
Service delivery organisation and staffing
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 
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? 
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? 
Not applicable
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known

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.