Code of Practice for Patient Complaints

We want all our patients to be pleased with
the service they receive, so we take complaints seriously. If a patient makes a
complaint, we will deal with it promptly and courteously. Our aim is to resolve
the matter as quickly as possible following the agreed procedure and, wherever
possible, to the satisfaction of the patient.

A complaint may indicate a failing on our
part, which we can learn from and make improvements to our service. We will adopt
a ‘no blame’ approach when investigating a complaint and especially where
individuals are identified, with the aim of reach a satisfactory conclusion. We
will, at all times, be polite and respectful to our patients.

Practice procedures

1. 1. The Practice Complaints Manager (Portia Edwards) is responsible for dealing with any complaints about our service.
   2. If a patient makes a complaint in person or by telephone, the member of staff receiving the complaint makes an initial record of their concerns and checks this for accuracy with the patient. The patient is given a copy of the record and the original is passed to the Complaints Manager. If the Complaints Manager is available, the patient is asked whether they would like to see him/her immediately. Otherwise, the patient is advised when the Complaints Manager will make contact to arrange a meeting in person or by telephone.
   3. If the patient complains in writing or by e-mail, the complaint will be passed immediately to the Complaints Manager.
   4. Complaints about clinical care or the amount charged for treatment will be referred to the dentist concerned unless the patient requests otherwise.
   5. All complaints are acknowledged in writing as soon as possible but within two working days. A copy of this code of practice will be sent with the acknowledgement. If the patient has not yet discussed the matter with the Complaints Manager, they will be offered the opportunity to do so and also be asked how they would like to be kept informed of developments – by letter, email, telephone or face-to-face meetings. The patient will also be advised of the process we will follow in resolving the complaint and the anticipated timescale.
   6. We will investigate the complaint speedily and efficiently and, as far a reasonably practicable, will keep the patient informed of our progress. Investigations will normally be completed within 4 weeks.
   7. On completion of our investigation, we will provide the patient with a full written report, which 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.
2. Proper and comprehensive records will be kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
3. If a patient is not satisfied with the result then the complaint may be referred to:

1. • Swansea Bay Health Board, One Talbot Gateway, Baglan Energy Park, Baglan, Port Talbot, SA12 7BR 01656 752752 or the Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoed CF35 5LJ telephone 0845 601 0987 or www.ombudsman.wales  for complaints about NHS treatment.
   • The Dental Complaints Service for complaints about private treatment (08456 120540)
   • The General Dental Council 37 Wimpole Street, London, W1M 8DQ (Dentists registration body)
   • HIW Welsh Government, Rhydycar Business Park, Merthyr Tydfil, CF48 1VZ telephone 0300 062 8163 or email  hiw@gov.wales.

What if I need help to raise a concern

Contacting Them by Email

SBU.Complaints@wales.nhs.uk

Llais Wales works to help make sure your views and experiences are used by decision makers to plan and deliver better health and social care services.  www.llaiswales.org

Contact them by Telephone
If you would like to contact HIW by telephone 0300 0628163.