March 2016

Volume 33, Issue 1

Evaluation of the telephone and clinical NHS urgent dental service in Sheffield

Authors: D.J. Worsley Z. Marshman P.G. Robinson K Jones
doi: 10.1922/CDH_3676Worsley06


Objective: Evaluate an NHS in- and out-of-hours urgent dental service (UDS) including both a telephone triage provider (TTP) and a sole clinical provider (CP) using a quality framework. Basic research design: Analysis of activity and patient experience data. Main outcome measures: Ratio of volume of services to activity provided; distance and time travelled; appropriateness of referrals and treatments; equity of utilisation; patient experience; cost per patient. Results: Almost all calls (96.6%) to the TTP were answered within 60 seconds and of people referred to the CP 96.0% needed treatment. Proportionately more people from deprived areas used the TTP. Highest utilisation of the TTP was by people aged 20 to 44 years and lowest was by people over 54 years. Cost per patient utilising the TTP was £5.06. Of the available appointments provided by the CP, 90.9% were booked the TTP. Travel time to the CP was less than 30 minutes for 78.0% of patients. Of treatments provided, 77.9% were clinical interventions and 18.1% were prescription only. Proportionately more people from deprived areas attended the CP. Highest utilisation was by people aged 20 to 44 years and lowest by people over 54 years. Nearly half (47.0%) of those attending reported they did not have a dentist. There was a high level of patient satisfaction. Cost per course of treatment at the CP was £67.41. Conclusion: Overall the UDS provided a high quality service in line with Maxwell’s dimensions of quality. Timely advice and treatment was provided with high levels of patient satisfaction with the CP. Comparison with other urgent dental service models would determine the relative efficiency of the UDS. Key words: health services, dental care, emergencies, health care quality, service evaluation, England


Other articles in this issue

Article Pages Access
Editorial: An invitation to the European Association of Dental Public Health 21st birthday! 4-5 Download
A review of daycase GA services for Special Care patients at University Hospital, Bristol 6-8 Download
Evaluation of the telephone and clinical NHS urgent dental service in Sheffield 9-14 Download
Dental service provision by oral health therapists, dental hygienists and dental therapists in Australia: implications for workforce modelling 15-22 Download
Fluoride varnish or fluoride mouth rinse? A comparative study of two school-based programs 23-26 Download
A randomized controlled trial of cluster audit and feedback on the quality of dental sealant for rural schoolchildren 27-32 Download
Identifying and prioritising areas of child dental service need: a GIS-based approach 33-38 Download
Areca chewing among Sri Lankan adolescents 39-43 Download
Identification of barriers and beliefs influencing engagement by adult and teen Mexican-Americans in oral health behaviors 44-47 Download
Are oral health-related self-efficacy, knowledge and fatalism indicators for non-toothbrush ownership in a homeless population? 48-53 Download
Sense of coherence modifies the association between untreated dental caries and dental pain in low-social status women 54-59 Download
Oral cancer awareness in young South-Asian communities in London 60-65 Download


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