Complaints & Feedback

North Cardiff Orthodontic Centre

Complaints handling policy

In this practice we take complaints very seriously and try to ensure that all our 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.

Our aim is to react to complaints in the way in which we would want our complaint about a
service to be handled. We learn from every mistake that we make and we respond to
patients’ concerns in a caring and sensitive way.

1. The person responsible for dealing with any complaint about the service that we
provide is Jaime Page, the practice Complaints Manager.

2. If a patient complains by telephone or in person, we will listen to their complaint and
offer to refer him or her to the Complaints Manager immediately. If the Complaints
Manager is not available at the time, then the patient will be told when they will be
able to talk to the Complaints Manager and arrangements will be made for this to
happen. The member of staff will make a written record of your complaint and provide
the patient with a copy as well as passing it on to the Complaints Manager. 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.

3. If the patient complains in writing or by e-mail it will be passed on immediately to the
Complaints Manager.

4. If a complaint is about any aspect of clinical care or associated charges it will normally
be referred to the dentist concerned, unless the patient does not want this to happen.

5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code
of practice as soon as possible, normally within two working days. We will offer to
discuss the complaint at a time agreed with the patient, asking how the patient would
like to be kept informed of developments, for example, by telephone, face to face
meetings, letters or e-mail. We will inform the patient about how the complaint will be
handled and the likely time that the investigation will take to be completed. If the
patient does not wish to discuss the complaint, we will still inform them of the
expected timescale for completing the process.

6. We will seek to investigate the complaint speedily and efficiently and we will keep the
patient regularly informed, as far as is reasonably practicable, as to the progress of
the investigation. Investigations will normally be completed within four weeks.

7. When we have completed our investigation, we will provide the patient with a full written
report. The report will include an explanation of how the complaint has been considered,
the conclusions reached in respect of each specific part of the complaint, details of any
necessary remedial action and whether the practice is satisfied with any action it has
already taken or will be taking as a result of the complaint.

8. Proper and comprehensive records are kept of any complaint received as well as any
actions taken to improve services as a consequence of a complaint

9. If patients are not satisfied with the result of our procedure then a complaint may be
referred to:

• PCIC offices, 1st Floor Woodland House, Maes y Coed Road, Heath, Cardiff CF14
  4TTPublic Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoed CF35
  5LJ telephone: 0845 601 0987 or www.ombudsman-wales.org.uk for complaints
  about NHS treatment.
• Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon
  CR0 6BA (Telephone: 08456 120 540) for complaints about private treatment
• The General Dental Council, 37 Wimpole Street, London, W1M 8DQ the dentists’
  registration body.
• Healthcare Inspectorate Wales, Welsh Government, Rhydycar Buniness Park,
  Merthyr Tydfil CF48 1UZ (Telephone: 0300 062 8163)