Provision of public dental services during the COVID-19 pandemic: experiences of dental staff in Greater Western Sydney, Australia

Background and aim: The coronavirus (COVID-19) pandemic led to significant changes in health service delivery. Despite the risk in high-exposure environments, frontline workers such as dental staff were expected to continue delivering essential services. This study specifically sought to explore the experiences of dental staff in New South Wales and determine their perceptions of dental care delivery during a pandemic. Methods: Purposive sampling was used to recruit twenty-four dental staff from two local health districts. A deductive framework, as described by Braun and Clark, was used to analyse the transcripts. Four major focus areas were identified: responding to protocol changes, adapting to the impact of changes in policy and protocol, modifying dental treatment planning and recommendations for training and implementation of policies. Results: Dental staff reported that management staff were doing all they could and were most supported working in a team. Reduced contact with patients and personal protective equipment helped staff feel safe when seeing patients. Mental health and remote dentistry services could be more supported. Conclusions: Unique challenges were experienced by dental staff and their management during the global COVID-19 pandemic. Future considerations include improved support for staff and further investigation into the effectiveness of options such as teledentistry.