This provider offered a unique service following a ‘National Directive’ for securing excellence overseen by the Chief Dental Officer. The Headquarters of FDS is independent of all other services and its commissioners. They do not physically treat patients or provide any dental care to patients’.

This service manages referrals for patients who require treatment beyond the scope of a general dental practitioner

The objectives of the service were to ensure a seamless and integrated patient journey supported by an effective and safe ‘clinical triage’ to the most appropriate service for the patient.

We looked at a sample of patient reviews and feedback which had been managed by the commissioners for this service. Overall the patient comments were very positive about the service they had received.

The overall organisational infrastructure was led by a highly experienced Clinical Lead who has a public health background. The provider was also supported by a ‘Head of Operations’ who had significant healthcare management experience.

The overall referral management system had been designed to capture rich data in terms of intelligence and health needs assessment. This system enabled it to be interrogated to monitor quality and audit specific topics. A percentage of random referrals across the service were audited by managers for quality and accuracy.