Reviewing patient experiences of dental services in Redbridge - July - December 2021

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Summary of report content

To understand local concerns about access to NHS dentistry, Healthwatch Redbridge gathered feedback via a survey and conducted a mystery shopping exercise to understand what might happen when a patient rings a dentist wanting an urgent appointment. Additionally, they reviewed patient feedback comments left on the NHS website, online reviews, and individual dental practice websites.

This report provides an initial overview of their findings and contains recommendations to improve access to routine and urgent dental care. There are three supplementary reports explaining the full findings.

Dentistry Supplementary Report (part 1) - Online patient survey responses

Dentistry Supplementary Report (part 2) - Mystery Shopper Exercise responses

Dentistry Supplementary Report (part 3) - Online Feedback review

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General details

Report title 
Reviewing patient experiences of dental services in Redbridge - July - December 2021
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Tuesday, 18 January, 2022
Date evidence capture began 
Thursday, 1 July, 2021
Date evidence capture finished 
Friday, 31 December, 2021
Key themes 
Booking appointments
Cost of services
Quality of treatment

Methodology and approach

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 
25-64 years
65-85 years
Sexual orientation 
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? 
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.