Complaints procedure
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 as courteously and promptly so that the matter is resolved as quickly as possible.
The procedure is based on these objectives. Our aim is to react to complaints in the way which we would want our complaint about a service to be handled. We learn from every mistake that we make and respond to patients concerns in a caring and sensitive way.
1. The person responsible for dealing with any complaint about the service
we provide is Anoushka Wickramasinghe.
2. If a patient complains on the telephone or at reception desk, we will listen
to the complaint and inform you when it will be possible for you to discuss
the matter with Anoushka Wickramasinghe. The member of staff will take
brief notes of the complaint and pass them on. If we cannot arrange this
within a reasonable period of time, 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 Anoushka Wickramasinghe.
4. If a complaint is about any aspect of clinical care or associated charges,
the dentist concerned will be informed.
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 two working
days. We will seek to investigate the complaint with 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 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.
6. We will confirm the decision about the complaint in writing to the patient
immediately after completing our investigation.
7. Proper and comprehensive reports are kept of any complaint received.
If you have a concern about services you have received from Family
Dental Care you should normally ask Family Dental Care to look into it
for you, but if you prefer, you can ask the Local Health Board to do so.
You can contact the Local Health Board Team at:
For NHS treatment
Concerns Team
Cardiff & Vale University Health Board Headquarters
University Hospital Wales
Heath Park
Cardiff CF14 4XW
Tel: 029 20 743301 0r 029 20 744095
Email: concerns@wales.nhs.uk
Public Services Ombudsman For Wales
1 Ffordd Yr Hen Gae
Pencoed
CF35 5LT
0300 7900203
Email: ask@ombudsman-wales.org.uk
South Glamorgan Community Health Council
Pro-Copy Business Centre (Rear)
Parc TÅ· Glas
Llanishen
Cardiff
CF14 5DU
Telephone: 02920 750112
Email: SouthGam.chiefofficer@waleschc.org.uk
The General dental Council
37 Wimpole street
London
W1M 8DQ
Telephone: 020 7167 6000
Email: information@gdc-org.uk
Online complaints form at www.gdc-uk.org
A leaflet “Putting things right raising a concern about NHS from 1st April 2011”
is also available from the Concerns Team or it can be downloaded from:
www.puttingthingsright.wales.nhs.uk
For private treatment
Healthcare Inspectorate Wales
Welsh Government
Rhydycar Business Park
Merthyr Tydfil
CF48 1UZ
Telephone: 0300 062 8163
Fax: 0300 062 8387
Email: hiw@wales.gsi.gov.uk
The General dental Council
37 Wimpole street
London
W1M 8DQ
Telephone: 020 7167 6000
Email: information@gdc-org.uk
Online complaints form at www.gdc-uk.org
Date: 18/01/23
Review Date: 18/01/24
