Complaints

At Cambria Dental 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 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 we provide is: Fraser Hewitt or Ceri Davies

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 our practice manager (Ceri Davies) or Fraser Hewitt immediately.

If one of the above is not available at the time, then the patient will be told when he or she 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: Fraser Hewitt or Ceri Davies.

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 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 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.

8. If patients are not satisfied with the result of our procedure then a further complaint may be made to:

The Dental Complaints Service
The Dental Complaints Service is an independent complaints service funded by the General Dental Council.
Address: The Lansdowne Building, 2 Lansdowne Road, Croydon CR9 2ER.
Tel: 08456 120540
Email: info@dentalcomplaints.org.uk
Website: dcs.gdc-uk.org

If a satisfactory outcome can still not be reached, then the patient can contact:

Healthcare Inspectorate Wales, (private dentists' regulating body in Wales)
Address: Healthcare Inspectorate Wales, Government Buildings, Rhydycar Business Park, Merthyr Tydfil, CF48 1UZ
Tel: 0300 062 8163
Website: www.hiw.org.uk

The General Dental Council, (the dentists’ registration body)
Address: 37 Wimpole Street, London, W1M 8DQ
Tel: 0845 222 4141
Website: www.gdc-uk.org