A review of correspondence to a general dental practice 'helpline'

The aim of this retrospective study was to examine the correspondence sent to a dental helpline. A general dental practice telephone helpline was established under the auspices of the British Dental Health Foundation (BDHF). The name and contact telephone number were provided via the BDHF or through various media and patient organisations such as the Phobic Society. All the telephone enquirers were encouraged to follow up their telephone call with a written letter. The contents of the 105 letters which were received over a four-year period were collated and categorised. Correspondents fell into two categories: those seeking information about various dental issues and those who described themselves as dental phobics. There were 64 requests for information; of these, 20 were straightforward requests for information booklets, 16 were complaints about denture problems and 10 wanted advice on finding a 'sympathetic' dentist. 'Dental phobics' was how 41 correspondents described themselves. Seven of these 'dental phobics' wrote that they perceived their dental state to have become so poor that they were too embarrassed to attend a dentist. In conclusion, this pilot study highlights the potential value of a helpline in a general dental practice setting and describes the scope of enquiries received. The findings will help general dental practitioners who may wish to use a dental helpline to improve patient access to primary dental care.