On 1 April 2023, Norfolk and Waveney ICB took on delegated responsibility for commissioning and managing pharmaceutical, optometry, and dental services in Norfolk and Waveney. Delegated responsibility means that there is an agreement between NHS England and an ICB that enables the ICB to take on the responsibility for delivering NHS England functions.

This is a welcome change, as it gives us the opportunity to commission and design services differently to better meet local priorities and the needs of our people and communities.

However, we know that access to NHS dentistry services is challenging for many people right now.  Change will take time, but we are committed to ensuring everyone can access high quality dental care across Norfolk and Waveney.

Plans and priorities

In September 2023 the ICB’s Primary Care Commissioning Committee approved a Short Term Dental Plan to help to stabilise services in Norfolk and Waveney and to improve access to dental services. Read more about the Short Term Dental Plan here.

A Long-Term Dental Plan for NHS services was approved at the ICB’s Primary Care Commissioning Committee on 7 May 2024.

The plan lays out the key areas of focus and priority commissioning activities for the ICB over the coming two to five years to carry on the work of stabilising and improving patient access to NHS dental services.

It has been directed by feedback from more than 2000 people who took part in a survey earlier in 2024, sharing their personal experiences and what matters to them and their families when it comes to dental care. You can read more about the results of the survey via the Dental Engagement Survey Report.

Find out more about accessing local NHS dental services, and how to make a complaint.

Routine dental appointments

If you or a family member need NHS dental care and regularly attend a dental practice, you should contact your practice directly to request an appointment.

There is a very limited number of dental practices who may be taking on new NHS patients in Norfolk and Waveney. NHS dental practices have been asked to regularly update their NHS UK website profiles to ensure that it accurately reflects their capacity to take on new NHS patients.

Norfolk and Waveney ICB is unfortunately unable to book appointments for treatment, or register patients for treatment.

Urgent dental treatment

If you need urgent dental treatment and already see a dentist regularly, contact your dental practice first to request an urgent appointment.

Please contact NHS 111 if you are suffering any of the following conditions:

• Severe toothache: persistent and intense pain that cannot be managed with over-the-counter painkillers.
• Dental abscess: infection causing swelling, pain, and possibly fever.
• Broken or knocked-out tooth: trauma resulting in a fractured or completely dislodged tooth.
• Bleeding in mouth following a dental procedure or an injury that doesn’t stop by itself but can be self-controlled using local measures. Note that if bleeding cannot be self-controlled in any way, emergency care may be necessary.
• Swelling: significant swelling in the mouth or face that could indicate an infection.
• Fractured, loose or displaced fillings causing pain.
• Severe bleeding from gums, or acute conditions affecting other soft areas of the mouth (such as cheeks or tongue) which require urgent treatment.
• Other treatments may be available at the discretion of the dentist. These treatments may require extra visits and costs.

Extra urgent dental appointments are available across Norfolk and Waveney through local providers, including evenings, weekends and bank holidays. You can contact NHS 111 [Check your dental symptoms – NHS 111] or phone 111 and they will assess your symptoms. If you need urgent dental care, NHS 111 will signpost you to the nearest dental practice offering urgent care appointments.

You can also approach any NHS dental practice to ask about care, but please be aware that many have waiting lists.

Most adults need to pay for NHS dental appointments and dental treatment. For more information about dental costs please visit this NHS webpage.

Please visit the NHS website for information on finding a dentist or what to do in an emergency.

Emergency / Out of Hours dental treatment

If you need emergency dental treatment out of hours, call your dentist as their voicemail may advise where to get Out of Hours treatment.

You can also call NHS 111 to find an out-of-hours dental service near you. 

Dental services for those with additional needs

Access to Special Care Dentistry Services is available for patients with additional needs and anxious patients who require care under sedation or general anaesthesia.

These services are generally available only upon referral from dental providers under the general dental practitioners (GDP) contract. More information about referral criteria is available here.

If you or someone you care for requires specialist services, please speak to your dental reception team in the first instance to enquire if they can refer into this service.

Dental services in care homes and for housebound patients

Access to urgent dental treatment for residents living in care homes and housebound patients is available in Norfolk and Waveney. Email nwicb.contactus@nhs.net to enquire about referrals to the service.

Oral health advice

The Dental Health Foundation website offers some helpful tips on how to look after your mouth and teeth, including advice on dealing with common complaints to help prevent them from becoming serious.

Find out more at https://www.dentalhealth.org.

Looking to the future

NHS Norfolk and Waveney ICB is looking to develop a dental strategy by March 2024 which sets out our commissioning approach and intentions for the next five years, how we plan to build resilience into our NHS dental services and improve general dental access, alongside the development of our local workforce plan.

How to make a complaint

From 1 July 2023 the way you can make a complaint about dental, pharmacy, and optometry services to the commissioner has changed.  Rather than contacting NHS England, you will now need to contact Norfolk and Waveney ICB. 

You can choose one of two ways to make a complaint about a primary care service: 

• You can complain to the provider. This is the organisation where you received the NHS service, for example, the dental surgery   
  
  Or
  
• You can complain to the commissioner of the service. This is the organisation that paid for the service or care you received (now Norfolk and Waveney ICB). 

If you would like to make a complaint about a primary care service to Norfolk and Waveney ICB, please visit our Complaints Page.