Complaints Procedure

Code of practice for patient complaints
Updated 4/10/14
In this practice we take complaints very seriously indeed and try to ensure that all patients are pleased with their experience of 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.

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

  1. The person responsible for dealing with any complaint about the service we provide is Debbie Morgan.
  2. If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint and offer to refer him or her to Debbie immediately.
  3. If Debbie is not available at the time, then the patient will be told when she/he will be able to talk to the dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we can not arrange this within a reasonable period or if the patient does not wish to discuss the matter, arrangements will be made for someone else to deal with it.

  4. If the patient complains in writing the letter will be passed immediately to Debbie.
  5. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.
  6. We acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible normally within two working days. We will seek to investigate the complaint within ten working days of the complaint being received to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet with us, then we will attempt to talk to him or her 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 to the patient immediately after completing our investigation.
  8. Proper and comprehensive records are kept of any complaint received.
  9. If a patient on the NHS is not satisfied with the result of our procedure then a complaint may be made to Aneurin Bevan Health Board, LLanarth Houth, Newbridge Gateway, Bridge Street, Newbridge, NP11 5GH
  10. .The General Dental Council, 37 Wimpole Street, London W1M 8DQ

  11. For Private patients contact Dental Complaints Service www.dentalcomplaints.org.uk

Review 4/10/15

Complaints handling policy (private treatment)

Code of practice for patient complaints

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

Our aim is 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 that we provide is Deborah Morgan our Complaints Manager.
  2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to the dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. 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 the letter will be passed on immediately to the Complaints Manager.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, 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 as soon as possible, normally within three working days.
  6. We will seek to investigate the complaint within ten working days of receipt to give an explanation of 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.
  9. If patients are not satisfied with the result of our procedure then a complaint may be made to:
    • Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA (Telephone: 08456 120 540) for complaints about private treatment
    • The General Dental Council, 37 Wimpole Street, London, W1M 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
      Phone: 0300 062 8163
      Fax: 0300 062 8387
    • The Aneurin Bevan Health Board
      Llanarth House
      Newbridge Gateway
      Bridge Street
      Newbridge
      NP11 5GH for complaints about NHS treatment

Policy dated Dec 2014
To be reviewd Dec 2015

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