BIRCHGROVE DENTAL’S COMPLAINTS POLICY
Putting things right – Concerns about your dental care
We aim to provide the very best care and treatment and it is important that we welcome comments and learn from patients’ experiences, good or bad. Most of our patients are happy with the treatment and service they receive at Birchgrove Dental Practice. Sometimes though things might not go as well as expected. When that happens, we need to look at what went wrong so we can try and improve our service.
Who should I talk to about my concern?
If you feel able to do so, the best place to start is by talking to the staff who are involved in your care and treatment at your dental appointment. They can try and sort out your concern immediately.
If this doesn’t help, you can put your concerns in writing to the practice manager Beth Lewis by email at info@birchgrovedental.co.uk or by letter, addressed to Beth Lewis at Birchgrove Dental Practice, 100 Caerphilly Road, Birchgrove, CF14 4AG. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned.
What happens next?
We will acknowledge receipt of the patient’s complaint within 12 working days. We will investigate the raised situation, and keep you informed via letter/email. We will reply fully in writing within 25 working days after fully investigating the matter.
We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as reasonably practicable, as to the progress of the investigation. Investigations will normally be completed within 25 working days. If they are going to take longer then we will inform you of this.
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.
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.
If you are raising a concern about someone else, we will need their written permission before we can discuss any aspect of their dental needs with you.
What should you do if you are still unhappy?
If you are not satisfied with the result of a procedure undertaken here, then a complaint may be referred to:
Dental Complaints Service Stephenson House, 2 Cherry Orchard Road, Croydon, CR0 6BA Phone: 08456 120 540
Email: info@dentalcomplaints.org.uk Website: dentalcomplaints.org.uk
The General Dental Council, 37 Wimpole Street, London, W1M 8DQ the dentists’ registration body.
Healthcare Inspectorate Wales
Welsh Government, Rhydycar Business Park, Merthyr Tydfil, CF48 1UZ
Phone: 0300 062 8163 Fax: 0300 062 8387 E- mail: hiw@wales.gsi.gov.uk
This website was updated on 2nd November 2021