Complaints Policy

At Pearl Dental Hygiene Clinic we want to ensure that all our patients are pleased with their experience of our service.  We take complaints very seriously indeed.  If a patient makes a complaint, we will deal with the matter courteously and promptly so that it is resolved as quickly as possible.  Our complaints policy and procedures are based on these objectives.

We display the General Dental Council’s 6 core principles for ensuring that we get the most from patient feedback and complaints for the benefit of all Reception.

At Pearl Dental Hygiene Clinic, we have an effective complaints system in place to ensure that identifying, receiving, recording, handling and responding to any comments, observations, concerns or complaints occurs within a strict timetable that is clearly documented.  Our Code of Practice for patients who wish to raise concerns is displayed in Reception and all patients and visitors should feel confident that they will be listened to and responded to without fear of discrimination or recrimination.  Our Complaints Policy and Procedures are Reception.

We aim to ensure that any complainant is treated sensitively and in a manner that respects their human rights and diversity.

We recognise that a complaint is any expression of dissatisfaction with our service, treatment or advice and that a complaint can be made by a variety of methods, including verbally, by sign language or in writing.

In situations where a patient may lack confidence to express their views, or require help to do so, they will be supported by helpful team members.  All patients’ complaints are fully documented and investigated and are dealt with fairly.

At Pearl Dental Hygiene Clinic, we view complaints as an opportunity to improve our service delivery and to learn lessons that will help us make changes with the intention of avoiding a repetition of any similar complaint.

To help us learn lessons from complaints, we track and analyse all our complaints to identify trends that will help us improve our service.

Our complaints procedures are monitored and reviewed regularly and the named contact who is accountable for doing this is Claira Davies.

The Pearl Dental Hygiene Clinic Code of Practice for patients who wish to raise concerns 

In Pearl Dental Hygiene Clinic 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 Claira Davies.

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 Roo Smith immediately.  Should Roo Smith 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 them.

If for any reason Roo Smith is going to be unable to meet you or speak with you at a time that is convenient to you, we will arrange for another suitable member of the team 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 Claira Davies 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 two 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:

Healthcare Inspectorate Wales (HIW)

Address: Welsh Government, Rhydycar Business Park, Merthyr Tydfil. CF48 1U

Tel: - 0300 062 8163.

Email: - hiw@wales.gsi.gov.uk

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

The General Dental Council

Address: 37 Wimpole Street, London, W1M 8DQ

Tel: 0207 167 6000

Email: standards@gdc-uk.org

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

• Local Health Board Betsi Cadwaladr Health Board

• 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