Complaints Handling Policy For All Patients

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 customers’ concerns in a caring and sensitive way.

1. The person responsible for dealing with any complaint about the service that we provide is Carol Haines, our Complaints Manager.

2. If a patient complains on the telephone or at the reception desk, 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 dentist and arrangements will be made for this to happen. 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.

3. If the patient complains in writing the letter 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, 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 2 working days with a full response within 30 days for NHS patients, and 3 working days with a 10 day response time for our private patients.

6. We will seek to investigate the complaint within 10 working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within 10 working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

7. We will confirm the decision about the complaint in writing immediately after completing our investigation.

8. Proper and comprehensive records are kept of any complaint received.

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

For Private Patients:
Healthcare Inspectorate Wales
Welsh Government
Rhydycar Business Park
Merthyr Tydfil CF48 1UZ
Tel: 0300 062 8163
Email: [email protected]

Or the GDC’s Dental Complaints Service:

The General Dental Council, the dentists’ regulatory body for complaints about professional misconduct

37 Wimpole Street
Tel: 0845 222 4141
GDC Website

For NHS Patients:

Judith Paget Chief Executive
Aneurin Bevan Health Board
St Cadocs Hospital
Lodge Road
NP18 3XQ
Email: [email protected]

If you need help to tell us about your concern, please let us know, or contact your local Community Health Council (CHC). Your local CHC provides a free and independent advocacy service, which is able to help patients or the people acting for them to raise a concern. The CHC will offer advice and support, including putting you in touch with specialist advocacy services if you need them. Your local CHC can be found by contacting the Board of CHCs on the following contact details:

Tel: 0845 644 7814
Tel: 02920 235558
Email: [email protected]


Contact Us

Llantarnam Dental,
Llantarnam Road,
Cwmbran, NP44 3BH

Tel: 01633 483151
Fax: 01633 861413

[email protected]

Opening Hours

Monday - Thusday:
9.00 - 13.00 & 14.00 - 17.00
9.00 - 12.15 & 12.45 - 16.00
By appointment only