Complaints Procedure | Bay House Dental Practice, Cardiff

Complaints Procedure

Code of Practice and procedure for Handling Complaints

In this practice we take complaints very seriously indeed and try to ensure that all patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.


  • The person responsible for dealing with any complaints about the service is Sian Dugdale.
  • If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint and offer to refer him or her to Sian Dugdale. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  • The complaint will be logged in writing by the person receiving the complaint on the Complaints Log Pro-forma
  • If the patient complains in writing the letter will be passed on immediately to Sian Dugdale.
  • If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.
  • We will acknowledge the patient’s complaint and a copy of this Code of Practice within three working days. You will be invited to discuss your concerns; we will seek to investigate the complaint within the agreed response period of the complaint being received to give an explanation of the circumstances which led to the complaint. If we are unable to investigate the complaint within this agreed time period we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  • We will confirm the decision about the complaint in writing immediately after completing our investigation. This will be within 14 days of the compliant received
  • Proper and comprehensive records are kept of any complaint received.
  • Bay House Dental Practice will welcome all complaints; any patient that makes a complaint will not be adversely treated due to having complained. If you do not wish to complain directly to the Practice you can address your Complaint directly to:

Public Services Ombudsman For Wales 1 Ffordd yr Hen Gae Pencoed, CF35 5LJ.
Telephone: 0300 790 0203 or Email: for NHS Complaints

The Dental Complaints Service, Stephenson House,2 Cherry Orchard Road, Croydon CR0 6BA.
Telephone: 020 8253 0800

General Dental Council, 37 Wimpole St., London, W1G 8GQ,
Tel. 020 7167 6000

Health Inspectorate Wales, Welsh Government, Rhydycar Business Park, Merthyr Tydfil, CF48 1UZ.
Tel 0300 062 8163

Approved by Simon Spiller

February 2018

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