Complaints Procedure

West Coast Dental Care Complaints Handling Policy

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 patients’ concerns in a caring and sensitive way.

1. The person responsible for dealing with any complaint about the service that we provide is Lucy Thomas, the practice Complaints Manager.
2. If a patient complains by telephone or in person, 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 Complaints Manager and arrangements will be made for this to happen. The member of staff will make a written record of your complaint and provide the patient with a copy as well as passing it on to the Complaints 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 e-mail it 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 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 as soon as possible, normally within 2 working days. We will offer to discuss the complaint at a time agreed with the patient, asking how the patient would like to be kept informed of developments, for example, by telephone, face to face meetings, letters or e-mail. We will inform the patient about how the complaint will be handled and the likely time that the investigation will take to be completed. If the patient does not wish to discuss the complaint, we will still inform them of the expected timescale for completing the process.
6. We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as is reasonably practicable, as to the progress of the investigation. Investigations will normally be completed within 10 working days but some may take longer and if that is the case we will keep the patient informed as to the reasons why. (The Putting Things Right NHS Wales advisory leaflet advises a 30 day timescale)
7. When we have completed our investigation, we will provide the patient with a full written report. The report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.
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 referred to:
   • For complaints about NHS treatment – Swansea Bay University Health Board Patient Feedback Team (1, Talbot Gateway, Baglan Energy Park, Port Talbot, SA12 7 BR, 01639 683363/683316. email SBU.complaints@wales.nhs.uk)
   • If you are not happy with Health Board’s response you can contact the Public Services Ombudsman for Wales (1 Ffordd yr Hen Gae, Pencoed CF35 5LJ, 0300 790 0203). They can also investigate some complaints about private treatment where there has been an overlap with NHS treatment.
   • For complaints about private treatment – The Health in Wales Dental Complaints Service (08456 120 540)
   • Also Healthcare Inspectorate Wales, Government Buildings, Rhydycar Business Park, Merthyr Tydfil, CF48 1UZ telephone 0300 062 8163
   • For support when raising your concern, the Community Health Council is an independent advocacy service for free and confidential support (02920235558)

Date:  January 2023
Review Date: January 2024