COMPLAINTS PROCEDURE

The person responsible for dealing with any complaint about the service we provide is Catherine Heron, Practice Manager.

 

  • If we receive a complaint, whether at reception or via telephone, we will refer them to Catherine Heron.

  • If she is unavailable, we will arrange a convenient time for all involved to discuss the complaint. If this is not possible, the arrangements will be made for another member of staff to help resolve the situation.

  • If a patient puts a compliant in writing, the letter will immediately be passed to Catherine Heron and discussed with Nicola Taaffe who will acknowledge receipt of letter within 3 working days.

  • An investigation will take place and a response will be actioned with 28 days.

  • If a complaint is about any aspect of clinical care or associated charges it will be referred to Nicola Taaffe if this is what the patients would prefer.

  • All outcomes will be confirmed in writing.

  • Records will be kept for any complaint received and recorded on patient notes.​

 

If a patient is not happy with the response to the complaint, the complaint can be forwarded to one of the following:

     The General Dental Council

     37 Wimpole Street,

     London, W1G 8DQ

     

     Tel: 020 7167 6000

     The Dental Complaints Service 

     Stephenson House,

     2 Cherry Orchard House,

     Croydon, CR0 6BA

     Tel: 020 8253 0800

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RAISING A CONCERN ABOUT NHS TREATMENT

The NHS in Wales aim to provide the best care and treatment and they welcome comments and learn from people experiences, good or bad.

 

WHAT IS A CONCERN?

A concern is when you feel unhappy about any service provided by the NHS. By telling us we can apologise, investigate and improve services.

 

THINGS THAT CANNOT BE DEALT WITH
  • Private healthcare

  • A complaint made and investigated before 2011

 

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 were involved with the care and treatment, they can try to sort out your concern. If this does not help, you can contact a member of the concerns team.

 

You can contact the concerns team by:

  • Phone

  • Email

  • Writing

  • Texting

 

If you need help to tell somebody about your concern, you can contact the local Community Health Council (CHC).

 

WHO CAN RAISE A CONCERN?

As we only have a small child NHS contract, it should be a parent/guardian, a carer, friend, relative or the local CHC.

 

HOW SOON SHOULD I TELL SOMEONE ABOUT MY CONCERN?

As soon as possible is best but you can take up to 12 months to let someone know.

 

WHAT HAPPENS NEXT?
  • We will let you know that we have received your concern within 2 working days.

  • We will investigate your concern and inform you by writing the outcome within 30 working days.

 

Some cases may need further investigation under the REDRESS scheme, this is a range of actions that can be taken to resolve a concern where the surgery may have been at fault in causing some harm.

 

If you are still unhappy, contact the Public Services Ombudsman for Wales.

CONTACT DETAILS FOR HEALTH INSPECTORATE WALES

Healthcare Inspectorate Wales
Welsh Government,

Rhydycar Business Park,

Merthyr Tydfil,

CF48 1UZ

Tel: 0300 062 8163

General Dental Council

Website Updated: 01/11/2019

Nicola Taaffe at West Grove

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