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.
The person responsible for dealing with any complaint about the service that we provide is Rachel Tetiu, the practice manager.
If a patient complains by telephone or in person, we will listen to their complaint and offer to refer him or her to the practice manager immediately. If they are not available at the time, then the patient will be told when they will be able to talk to her and arrangements will be made for this to happen. The member of staff will make a written record of your complaint and pass it on to the practice 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.
If the patient complains in writing or by e-mail it will be passed on immediately to the Practice Manager.
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.
We will acknowledge the patient’s complaint in writing/email and enclose a copy of this code of practice as soon as possible, normally within 3 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.
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 28 days.
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.
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.
If patients are not satisfied with the result of our procedure, then a complaint may be referred to:
Abertawe Bro Morgannwg University Health Board
1 Talbot Gatewa
Baglan Energy Park
SA12 7BR or 01639 683363/683316
If you want advice, there are people to give you help with what can be a complicated system. You can ask for advice and support from your local Community Health Council who provide a free independent advice and advocacy service:
Abertawe Bro Morgannwg Community Health Council
Neath SA11 3SU
Tel: 01639 683490
Further information on making a complaint about the NHS in wales can be found on the website: