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Development and Implementation of a Dental School-Based Oral Health Helpline: A Pilot Project
Journal (Canadian Dental Association)
|June 24, 2025
Summary
A new oral health helpline successfully connected underserved communities with dental care and information. The pilot project demonstrated its effectiveness in improving access to essential oral health services and benefits navigation.
Area of Science:
- Public Health
- Dental Care Access
- Health Services Research
Background:
- Underserved communities face significant barriers to accessing oral health care.
- Navigating public dental benefits and finding appropriate services can be challenging.
- A dedicated helpline can bridge the gap between individuals and essential dental resources.
Purpose of the Study:
- To detail the creation and implementation of an oral health helpline at the University of British Columbia's Faculty of Dentistry.
- To evaluate the preliminary outcomes and effectiveness of the helpline from January 2021 to December 2022.
- To assess the helpline's role in providing information, referrals, and navigation assistance for public dental benefits.
Main Methods:
- Development of a pilot oral health helpline, including infrastructure, documentation, and personnel.
- Review of service data from helpline interactions.
- Analysis of follow-up contact data and an online user satisfaction survey.
Main Results:
- The helpline managed 118 interactions with 72 individuals during the pilot phase.
- 81.9% of users received referrals to low-barrier community clinics; 36.1% received information on public dental benefits and oral health.
- Of users followed up, 15.6% received dental services and 53.1% received dental hygiene services.
Conclusions:
- The oral health helpline effectively facilitated access to oral health care for underserved populations.
- The service provided crucial oral health information and navigation support, improving care accessibility.
- The pilot demonstrated the helpline's value in connecting individuals with necessary dental services and resources.
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