Patient Complaints Procedure
If you have been dissatisfied or concerned about the service that you have received from the dentist or any other member of staff working in the practice, please let us know. We operate a practice complaints procedure. Our complaints system adheres to national criteria.
How to complain
We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a week – because this will enable us to establish what happened more easily.
If it is not possible to do that, please let us have the details of your complaint:
– within 6 months of the incident that has arisen; or
– within 6 months of discovering that you have a problem, provided this is within 12 months of the incident occurring
Complaints should be addressed to Miss Bethan Hooper.
Telephone: 02920 230185
Email: [email protected]
Alternatively, you may ask for an appointment with a dentist to discuss your concerns. It will be a great deal of help if you are specific about your complaint.
What we shall do
We shall acknowledge your complaint within two working days and aim to investigate your complaint within ten working days of the date you raised your complaint with us. We shall then be in a position to offer you an explanation, or meeting with those involved. In investigating your complaint, we aim to:
- find out what happened and what went wrong
- make it possible for you to discuss the problem with those concerned, if you would like this
- make sure you receive an apology, where this is appropriate
- identify what we can do to make sure the problem does not arise again
If this process takes longer than expected we will keep you updated on the reason for the delay, the progress of the investigation and proposed date it will be completed.
Complaining on behalf of someone
Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we must know you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable (became of physical or mental illness) of providing this.
We aim to resolve all complaints at a local level, but if you are not satisfied with the result the complaint
may be referred to:
Cardiff & Vale University Health Board
(for NHS treatment)
Chief Executive
Cardiff and Vale University Health Board Headquarters
Woodland House
Maes y Coed Road
Cardiff
CF14 4HH
If you require support or advice regarding your NHS complaint you can contact the Community Health
Council on 02920 377407.
If you are still unhappy about your NHS complaint, you can contact the Ombudsman for Wales by calling
0300 790 0203 or visiting www.ombudsman-wales.org.uk.
Denplan,
(Denplan patients only)
Hambleden House
Denplan, part of Simplyhealth
Hambleden House
Waterloo Court
Andover
SP10 1LQ
Dental Complaints Service
(Private Patients only)
37 Wimpole Street
London
W1G 8DQ
The Dental Complaints Service has been set up to assist private dental patients and dental professionals resolve complaints about private dental services.
To seek their help with a dental complaint:
- telephone 08456 120540 in office hours (Monday to Friday 9am – 5pm)
- E-mail: [email protected] or
- Complete a form via their website www.dentalcomplaints.org.uk
You can also contact Healthcare Inspectorate Wales (HIW) who is the independent inspectorate and
regulator of all healthcare in Wales by calling 0300 0628163.
The General Dental Council is responsible for regulating all dental professionals. You can complain using
their online form at www.gdc-uk.org, contact them on [email protected] or by calling 0207 167 6000.