Post-Pandemic Complaints Against Dental Practices Surge Across England

UK: New figures reveal a concerning increase in complaints filed against GP and dental practices in Bedfordshire, Luton, and Milton Keynes following the coronavirus pandemic. This trend is part of a broader national surge in written complaints directed at primary care providers, with complaints in England rising by 35% since the 2018-19 period. The primary driver of this increase is a 44% uptick in complaints against GPs.

Response from the Royal College of GPs

The Royal College of GPs expressed its deep concern about the national rise in complaints, describing it as “sad and troubling.” The organization attributed this increase to the gradual deterioration of the family doctor service over the past decade, resulting in an insufficient number of GPs to meet patient demand.

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Complaint Figures in the NHS Bedfordshire, Luton, and Milton Keynes Area

According to NHS England data, there were 2,199 complaints filed against GPs, dentists, and other primary care services in the NHS Bedfordshire, Luton, and Milton Keynes Integrated Care Board area during 2022-23. This marked a substantial increase from the 1,648 complaints filed in 2018-19. The rise in complaints was observed in every region across the country. Of the resolved cases, 30% resulted in upheld complaints following investigations.

National Complaint Figures

Nationwide, there were a total of 126,000 complaints in the most recent year, up from 120,000 in the preceding year. Of these, 32% were upheld, marking the lowest proportion since comparable records began in 2016-17.

Professor Kamila Hawthorne, Chair of the Royal College of GPs, emphasized that the increasing workload and challenges faced by GPs are often a result of government underfunding and inadequate resourcing of primary care. She asserted that the family doctor service has been neglected for over a decade, resulting in a shortage of GPs to meet the growing demand.

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Decline in GP Numbers

The data from NHS England shows that the number of full-time-equivalent GPs (excluding those in training) in England has decreased from 28,486 in March 2019 to 27,302 as of September. A similar decline in fully qualified FTE GPs was observed in Bedfordshire, Luton, and Milton Keynes, falling from 399 to 395.

NHS Response

An NHS spokesperson acknowledged the increased demand for services and stated that GPs are working diligently to manage it. They mentioned that GPs are delivering half a million more appointments weekly compared to the pre-pandemic period. The NHS has published a plan to enhance access to primary care, including upgrading telephone systems for improved communication with general practices. Moreover, over 31,000 additional staff have joined GP teams since 2019 to offer more appointments.

Department of Health and Social Care’s Initiatives

The Department of Health and Social Care has taken steps to improve patient access to GPs. They reported offering 135,000 more appointments per working day in September than the previous year. A £240 million funding allocation has been announced to enhance technology in GP surgeries, making it easier for patients to contact them. 

The department noted progress in boosting NHS dental services, with a 14% rise in the number of children seen by NHS dentists in the last year. Further measures to improve access to NHS dentists through the dental recovery plan will be outlined soon.

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