Patient Experience Report: Dentists

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Summary of report content

This Patient Experience Report covers dentists in six London boroughs for the period July -December 2020: Healthwatch Bromley, Ealing, Hammersmith & Fulham, Hounslow, Lewisham, and Waltham Forest.

The Patient Experience Data Collection Programme comprises ongoing in-person/telephone data collection and the Digital Feedback Centre which gather patient experiences, all of which will be presented as they are received and considered as valid community opinion.

In adapting to these challenging new circumstances, these local Healthwatch developed and introduced a new model for the Patient Experience Programme, involving the collection of feedback via Zoom engagement sessions and collating existing online reviews from relevant platforms, such as NHS.uk, Care Home, Google reviews and Care Opinion. In total, 2,255 reviews were collected.

Dentists have performed well for Q2 & Q3 2020/21 across the boroughs. Staff Attitudes, Treatment and Professionalism remain key areas for dentists to maintain high standards. During the Covid-19 pandemic patients are more aware of cleanliness and sanitised protective equipment in dentists and this was commented on frequently.

No recommendations were made in this report.

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General details

Report title 
Patient Experience Report: Dentists
Local Healthwatch 
Healthwatch Bromley
Healthwatch Ealing
Healthwatch Hammersmith and Fulham
Healthwatch Hounslow
Healthwatch Lewisham
Healthwatch Waltham Forest
Date of publication 
Monday, 12 April, 2021
Date evidence capture began 
Wednesday, 1 July, 2020
Date evidence capture finished 
Thursday, 31 December, 2020
Key themes 
Administration
Admission
Booking appointments
Building and facilities
Cancellation
Communication between staff and patients
Cost of services
Quality of appointment
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment

Methodology and approach

Primary research method used 
Observation

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 
2,255
Does the information include public's views? 
Yes

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.