What members of the public think NHS dental services should include: qualitative study

Mazzaschi, Francesca, Sha’aban, Abubakar ORCID: https://orcid.org/0000-0002-5491-9851, Doe, Elizabeth, Cope, Anthony, Dickenson, Andrew, Tolley, Warren, Edwards, Adrian ORCID: https://orcid.org/0000-0002-6228-4446 and Joseph-Williams, Natalie ORCID: https://orcid.org/0000-0002-8944-2969 2025. What members of the public think NHS dental services should include: qualitative study. IJQHC Communications , lyaf015. 10.1093/ijcoms/lyaf015

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Abstract

Background The Welsh NHS dental reform programme seeks to move beyond activity-based performance measures towards prevention, needs-led care, and fuller use of the dental team’s skill-mix. Prior research explored patient experiences and barriers to access, but less is known about public perspectives on what NHS dental services should look like. This study engaged the public in co-identifying priorities and recommending solutions to better align reform with patient needs. Methods A qualitative study was conducted using semi-structured interviews (n = 35) and one focus group (n = 9). Participants were recruited via social media, organisational mailing lists, and research networks, and purposively sampled for diversity. Data collection took place virtually between November 2023 and May 2024. Transcripts were thematically analysed using NVivo 12. To enhance rigour, 30% of transcripts were double-coded, with themes refined collaboratively. Results Three key themes were generated: the architecture of an ideal service, pathways to access and equity, and enabling the patient-provider partnership. Participants prioritised timely, affordable and inclusive care delivered by the right professional, supported by effective communication and education for self-management. There was broad support for utilising team’s skill-mix, risk-based recall and clearer information on urgent and emergency dental services. Many participants valued digital tools, such as online booking and tele-dentistry; however, these findings reflect a relatively young, digitally engaged sample. Participants stressed that digital options should remain optional, with robust non-digital alternatives to ensure equity. Conclusions Participants emphasised the importance of timely, equitable access, inclusive services, clear communication, and support for self-management. They were open to flexible care models, including skill-mix and risk-based recall, provided these were underpinned by patient education and trust. Digital tools were positively viewed but must be complemented by non-digital pathways to avoid widening inequalities. Policymakers should integrate these perspectives into NHS dental reform to strengthen person-centred, equitable care.

Item Type:	Article
Date Type:	Published Online
Status:	In Press
Schools:	Schools > Medicine
Publisher:	Oxford University Press
ISSN:	2634-5293
Date of First Compliant Deposit:	21 October 2025
Date of Acceptance:	7 October 2025
Last Modified:	21 Oct 2025 11:15
URI:	https://orca.cardiff.ac.uk/id/eprint/181808

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