System allows NHS 111 to book dental appointments for patients

Residents in mid and south Essex now have easier access to urgent dental care thanks to an appointment system that enables NHS 111 to book out-of-hours appointments for patients.

NHS 111 having the ability to book urgent appointments means patients do not need to call multiple dentists in search of an available appointment, improving access to care.

Since the technology pilot launched by NHS Mid and South Essex ICS in May 2024, nearly 10,000 urgent dental appointments have been booked through NHS 111.

Previously, patients requiring urgent treatment were given contact details and had to arrange their own appointments. This new functionality removes barriers by allowing patients to secure treatment easily and confirm their appointments quickly.

William Guy, director of primary care at NHS Mid and South Essex, said: “Fast and easy access to dental care means less pain for patients.

“Enabling NHS 111 to book the appointment for the patient removes a barrier to accessing care and has been key to the development of our dental access pilot.

“The system also allows us to view the full, anonymised patient pathway, so that we monitor performance and understand the requirements of our local population, including when and where appointments are most needed.

“Booking and tracking appointments in this way is a first in England and informs service development so we can deliver effective dental provision.”

NHS Mid and South Essex has worked with Referral Management Service (RMS), the dental referral system provider, and WASP software, an NHS integration partner, in the development of the system.

The system is being used by the integrated care board (ICB) as part of its dental access initiative, which has so far delivered almost 25,000 urgent dental appointments since it launched in September 2023.

Dudley Mountford, deputy director of integrated urgent care at IC24, said: “IC24’s partnership with NHS Mid and South Essex demonstrates the power of collaboration in delivering innovative solutions that enhance patient care.

“By utilising digital tools, we have been able to streamline patient access to dental services; improving triage processes and reducing unnecessary visits to other healthcare services.

“The integration of digital solutions has empowered patients with quicker access to appropriate care, which ultimately improves health outcomes.

“It also helps future-proof healthcare. This pilot is not only addressing current needs but also setting a foundation for the future, using technology to create scalable and adaptable healthcare services for years to come.”

In October 2024, it was announced that a digital service is being launched in Wales to improve access to routine NHS dental treatment for people across the country.

Digital Health and Care Wales (DHCW) built the service, which will provide a central platform for health boards to allocate places for routine dental treatment at NHS dental practices across Wales.