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Complaints Procedure

At Quayside Orthodontics, we take complaints very seriously. We are committed to providing high quality care for all and will ensure that our patients and their representatives can seek advice, provide feedback or make a complaint about any aspect our service.

A complaint provides us with the opportunity to identify where our practice systems may have failed and what we can do to improve our service.

If a patient wishes to make a complaint or register a concern about any aspect of our service, they will be dealt with courteously and promptly so that the matter is resolved as quickly as possible.

The Practice Complaints Manager is Rebecca Davies

Verbal Complaints

A verbal complaint can be made over the telephone or in person to any member of staff. If the complaint is not resolved immediately, the individual will be encouraged to speak with the Complaints Manager. If the Complaints Manager is not available, details of the complaint will be noted and a convenient time for the Complaints Manager to contact the individual will be arranged. The notes will be passed to the Complaints Manager and a copy given to the patient, together with a copy of the code of practice for handling patient complaints.

If the complaint requires an urgent response and the Complaints Manager is not available, the complaint will be passed to the responsible person, Dr James Davies.

Written Complaints

A complaint made in writing (by letter or email) will be passed immediately to the Complaints Manager.

The Complaints Manager will acknowledge the complaint in writing within two working days and enclose a copy of our code of practice for handling complaints.

We aim for the matter to be investigated and for the individual to receive the report within 10 working days. Where we anticipate a delay, we will explain this to the individual and provide an update on progress at least every 10 working days.

Our report will explain our conclusions and any action that we have taken as a result or explain why we believe that no further action is needed.

If the individual remains dissatisfied they can contact the Dental Complaints Service for private treatment complaints or the public services ombudsman for NHS treatment complaints.

NHS Treatment Complaints Private Treatment Complaints
Public Services Ombudsman for Wales,

1 Ffordd yr Hen Gae,

Pencoed,

CF35 5LJ

Telephone: 0300 790 0203

www.ombudsman-wales.org.uk

The Dental Complaints Service,

37 Wimpole Street

London

W1G 8DQ

Telephone: 020 8253 0800

 www.dentalcomplaints.org.uk

Other Useful Contacts:

Health Inspectorate Wales (HIW) Government Buildings, Rhydycar Business Park, Merthyr Tydfil, CF48 1UZ

Tel: 030 0062 8163. Patients can make a complaint to HIW at any stage of the complaints procedure.

If you feel that the practice isn’t meeting it’s duties regarding the Welsh language you can raise your concern with the Welsh Language Commissioner by calling 0845 6033 221 or visiting http://www.comisiynyddygymraeg.cymru.

The General Dental Council is responsible for regulating all dental professionals.

If you're not happy with the way in which we've handled your complaint, You can contact them using their online form at www.gdc-uk.org, email the them on information@gdc-org.uk or by calling 020 7167 6000.