Complaints Procedure

In this practice, we take complaints very seriously and try to ensure that all our patients are pleased with their experience with our service.

When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

We aim to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

1. The person responsible for dealing with any complaint about the service which we provide is Mrs Emma Beynon, Nurse Manager.
2. If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Nurse Manager immediately. If the Nurse Manager is not available at the time, then the patient will be informed when they will be able to talk to the Nurse Manager and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Nurse Manager. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
3. If the patient complains in writing or by email, it will be passed on immediately to the Nurse Manager, Mrs Emma Beynon.
4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
6. We will seek to investigate the complaint within ten working days of receipt to explain the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
9. If patients are not satisfied with the result of our procedure then a complaint may be made to:

Private patients

Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoed. CF35 5LJ. Telephone: 0300 790 0203 www.ombudsman-wales.org.uk.

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540www.dentalcomplaints.org.uk.

The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct

Healthcare Inspectorate Wales, Welsh Government, Rhydycar Business Park, Merthyr Tydfil. CF48 1UZ. Telephone: 0300 062 8163.

NHS patients

If patients are not satisfied with the result of our procedure, then a complaint may be referred to:

Paul Roberts, Chief Executive, Abertawe Bro Morgannwg University Health Board, 1 Talbot Gateway, Baglan Energy Park, Port Talbot. SA12 7BR 01639 683363/683316 ABM.feedbackteam@wales.nhs.uk

If you want advice, there are people to give you help with what can be a complicated system. You can ask for advice and support from your local Community Health Council who provide a free independent advice and advocacy service:

Abertawe Bro Morgannwg Community Health Council, First Floor, Cimla Hospital, Neath. SA11 3SU Telephone: 01639 683490 www.puttingthingsright.wales.nhs.uk.

Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoed CF35 5LJ telephone: 0845 601 0987 www.ombudsman-wales.org.uk.