The Bod Heulog Dental Care Code of Practice for patients who wish to raise concerns

In Bod Heulog Dental Care we place great emphasis on meeting and whenever possible, exceeding our patients’ expectations. We try to ensure that all patients are pleased with their experience of our service and we take any concerns a patient may have very seriously.

If you have a concern regarding any aspect of your care, please let us know. We will do all that we can to resolve your concern to your satisfaction promptly and professionally.

Our aim is to respond to your concerns in a caring and sensitive way.

The person responsible for dealing with any concerns about the service we provide in this practice is Selwyn Edwards.

If you raise an issue you are concerned or unhappy about on the telephone or at the reception desk, after listening to a description of the problem the person with whom you raise your concern will try to resolve the issue to your satisfaction immediately.

If the person with whom you raise your concern is unable to resolve the issue for any reason, we will contact Sue Kott immediately. Should Sue Kott be unavailable at the time, we will advise you when they will be available, and arrangements will be made for you to meet or speak with her.

If for any reason Sue Kott is going to be unable to meet you or speak with you at a time that is convenient to you, we will arrange for Kirsty Gent to take responsibility for dealing with your concern or complaint.

The team member with whom you first raised your concern will take brief details from you and pass these to Sue Kott so that they can familiarise themselves with your concern prior to meeting you or speaking with you.

If you choose to write to us to express your concern rather than raising it verbally, your letter or email will be passed on to the relevant person immediately.

We will acknowledge any concerns you raise in writing within three days and we will also include a copy of this Code of Practice with our response. We will investigate your concern and report back within ten working days (thirty days for NHS complaints) of it being received. If we are unable to complete our investigations within ten working days for any reason, we will notify you, giving reasons for the delay and the likely period within which the investigation will be completed.

We will confirm the outcome of the investigation and any decisions made in writing.

We will keep proper and comprehensive records of any concerns or complaints received.

We will do all we can to resolve your issue, concern or complaint to your satisfaction. If, for any reason, you are not satisfied with the outcome or the procedure, we will advise you of other avenues open to you for raising concerns. These are:

The Dental Complaints Service for complaints about private treatment
Address: 37 Wimpole Street, London W1G 8DQ
Phone: 0208 253 0800
Email: info@dentalcomplaints.org.uk

Healthcare Inspectorate Wales (HIW) for complaints about private treatment
Address: Welsh Government, Rhydycar Business Park, Merthyr Tydfil. CF48 1U
Tel: – 0300 062 8163.
Email: – hiw@wales.gsi.gov.uk

NHS Wales “Putting Things Right” for complaints about NHS treatment

• Local Health Board, Betsi Cadwaladr University Health Board, Ysbyty Gwynedd, PrenrhosGarner, Bangor, Gwynedd. LL57 2PW. Telephone: 03000 851 234. Email:BCU.ComplaintsTeam@wales.nhs.uk
• Community Health Council in Wales

Tel; 0845 644 7814 Email: enquiries@waleschc.org.uk

Other Contacts-

Citizen’s Advice Bureau Tel: – 0844 477 2020

Public Services Ombudsman for Wales Tel:- 0845 601 0987
Email: – ask@ombudsman-wales.org.uk
Address: – 1 Ffordd yr Hen Gae, Pencoed. CF35 5LJ

The General Dental Council
Address: 37 Wimpole Street, London, W1M 8DQ
Tel: 0207 167 6000
Email: standards@gdc-uk.org