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Ability of the wider dental team to triage patients with acute conditions: a qualitative study

British Dental Journal volume 228, pages 103–107 (2020)Cite this article

Abstract

Objectives To understand the attitudes, skills and knowledge of dental reception and practice management teams relating to urgent dental appointments and to identify additional training needs.

Methods Two focus groups were held with members of dental practice reception and management teams (n = 15). Thematic analysis of the focus group transcripts identified topics, and these were explored in more detail through semi-structured interviews with focus group members (n = 5).

Results Approaches to triaging people with acute dental problems varied in relation to individual skills and practice policies/ethos. Balancing the needs and desires of patients, dentists and other members of the dental team was challenging. Helpful practices included: dedicated appointment slots for unscheduled patients and a system of feedback between clinical and non-clinical teams. Formal training for new members of the frontline team, especially those without a clinical background, could include: assessing/interpreting symptoms, managing diary pressures and dealing with patient expectations/conflict.

Conclusions Receptionists and practice managers have an important role to play in unscheduled dental care. Improved training to undertake this role should help ensure the safety of patients with acute dental problems whilst also optimising the efficient day-to-day running of the practice.

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Acknowledgements

We acknowledge the support of the Dental R&D Network attached to the Lancashire and South Cumbria Local Dental Network, Donna Hough, Head of Dental Education and Workforce Dentistry for Health Education England North West, and Stevie Agius, Assistant Professor in Medical Education, Faculty of Medicine & Health Sciences University of Nottingham

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Authors and Affiliations

  1. Edge Hill University, Health Research Institute and Medical School, Faculty of Health, Social Care & Medicine, Ormskirk, UK

    Jennifer A. Kirton

  2. School of Dentistry, Leeds, UK

    Wendy Thompson

  3. Chair R&D Network, Local Dental Network, Lancashire and South Cumbria Area Team, Ormskirk, UK

    Mark Pearce

  4. Medical School Postgraduate Medical Institute, Preston, Lancashire, UK

    Jeremy M. Brown

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  1. Jennifer A. Kirton
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  2. Wendy Thompson
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Corresponding author

Correspondence to Jennifer A. Kirton.

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Health Education England Northwest funded the study.

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Kirton, J., Thompson, W., Pearce, M. et al. Ability of the wider dental team to triage patients with acute conditions: a qualitative study. Br Dent J 228, 103–107 (2020). https://doi.org/10.1038/s41415-020-1199-1

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