{"id":1014,"date":"2018-11-12T12:58:45","date_gmt":"2018-11-12T12:58:45","guid":{"rendered":"http:\/\/oldoak-dentist.wp.cwndesign.co.uk\/?page_id=1014"},"modified":"2022-08-07T07:18:05","modified_gmt":"2022-08-07T07:18:05","slug":"complaints-procedure","status":"publish","type":"page","link":"https:\/\/oldoakdentalpractice.co.uk\/cy\/complaints-procedure\/","title":{"rendered":"Complaints Procedure"},"content":{"rendered":"<p>At Old Oak Dental Practice we take complaints very seriously indeed and try to ensure\u00a0that all patients are pleased with their experience of our service. When patients complain, they are dealt\u00a0with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is\u00a0based 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\u00a0handled. We learn from every mistake that we make and we respond to patients\u2019 concerns in a caring\u00a0and sensitive way.<\/p>\n<ol>\n<li>The person responsible for dealing with any complaint about the service we provide is Mr David Morgan.<\/li>\n<li>If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer them to Mr David Morgan immediately. If Mr David Morgan is not available at the time, the patient will be offered an appointment with our practice manager. They will take brief details of the complaint and pass them on. If the patient does not wish to wait, or discuss the matter with the practice manager, then arrangements will be made for Mr David Morgan to contact the patient.<\/li>\n<li>If the patient complains in writing the letter will be passed on immediately to Mr David Morgan.<\/li>\n<li>If a complaint is about any aspect of clinical care or associated charges it will normally\u00a0be referred to the dentist, unless the patient does not want this to happen.<\/li>\n<li>We will acknowledge the patient\u2019s complaint in writing and enclose a copy of this code of\u00a0practice as soon as possible, normally within two working days. We will seek to investigate the\u00a0complaint within ten working days of the complaint being received to give an explanation of the\u00a0circumstances which led to the complaint.<br \/>\nIn investigating your complaint, we shall aim to:<\/p>\n<ol>\n<li>find out what happened and what went wrong<\/li>\n<li>enable you to discuss the problem with those concerned, if you would like this;<\/li>\n<li>ensure you receive an apology, where this is appropriate;<\/li>\n<li>identify what we can do to make sure the problem does not happen again.<\/li>\n<\/ol>\n<\/li>\n<li>If the patient does not wish to meet us, then we will attempt to talk to him or her on the\u00a0telephone. If we are unable to investigate the complaint within ten working days we will notify\u00a0the patient, giving reasons for the delay and a likely period within which the investigation will be\u00a0completed.<\/li>\n<li>We will confirm the decision about the complaint in writing to the patient immediately after\u00a0completing our investigation.<\/li>\n<li>Please note that we keep strictly to the rules of confidentiality. If the patient is complaining on\u00a0behalf of someone else, we have to know that they have the permission to do so. A note signed\u00a0by the person concerned will be needed, unless they are incapable of providing this because of\u00a0physical or mental illness or are a child under 16 years.<\/li>\n<li>Proper and comprehensive reports are kept of any complaint received.<\/li>\n<li>We hope that, if the patient has a problem, they will make use of our practice complaints\u00a0procedure. We believe this will provide the best chance of putting right whatever has gone\u00a0wrong and an opportunity to improve our practice. However, if the patient feels they cannot\u00a0raise their complaint with us or they are dissatisfied with the result of our investigation, then\u00a0the patient may wish to seek further advice from:<\/li>\n<\/ol>\n<h2>For complaints about NHS treatment:<\/h2>\n<p><strong>Hywel Dda Local Health Board<\/strong><br \/>\nPrimary Care Manager \u2013Dental Conference Centre<br \/>\nWithybush General Hospital<br \/>\nFishguard Road<br \/>\nHaverfordwest,\u00a0SA61 2PZ<\/p>\n<p>Tel: 01437 834401<\/p>\n<p><strong>NHS \u2018Putting Things Right\u2019<br \/>\n<\/strong>Hywel Dda Health Board<br \/>\nFREEPOST CT21\/2<br \/>\nHaverfordwest,\u00a0SA61 1BR<\/p>\n<p>Tel: 01437 771279<\/p>\n<h2>For help with a complaint, you can contact your local health community council on:<\/h2>\n<p>Hywel Dda Community Health Council<br \/>\nSuite 5,\u00a01st Floor,\u00a0Ty Myrddin<br \/>\nCarmarthen, SA31 1BT<\/p>\n<p>Tel: 01646 697610<\/p>\n<h2>For complaints about private treatment:<\/h2>\n<p><strong>Health Inspectorate Wales<\/strong><br \/>\nWelsh Government<br \/>\nRhydycar Business Park<br \/>\nMerthyr Tydfil,\u00a0CF48 1UZ<\/p>\n<p>Tel: 0300 062 8163<\/p>\n<p><strong>Dental Complaints Service<br \/>\n<\/strong>Stephenson House<br \/>\n2 Cherry Orchard Road<br \/>\nCroydon,\u00a0CR0 6BA<\/p>\n<p>Tel: 08456 120 540<\/p>\n<p><strong>The General Dental Council<br \/>\n<\/strong>37 Wimpole Street<br \/>\nLondon,\u00a0W1M 8DQ<\/p>\n<h2>For complaints about Denplan treatment:<\/h2>\n<p><strong>Denplan\u2019s Complaints Handling Team<br \/>\n<\/strong>Denplan Limited<br \/>\nDenplan Court<br \/>\nVictoria Road<br \/>\nWinchester, SO23 7RG<\/p>\n<p>Tel: 0800 169 7220<\/p>\n","protected":false},"excerpt":{"rendered":"<p>At Old Oak Dental Practice we take complaints very seriously indeed and try to ensure\u00a0that all patients are pleased with their experience of our service. When patients complain, they are dealt\u00a0with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is\u00a0based on these objectives. Our aim is to react [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-1014","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Complaints Procedure - Old Oak Dental Practice<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/oldoakdentalpractice.co.uk\/cy\/complaints-procedure\/\" \/>\n<meta property=\"og:locale\" content=\"cy_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints Procedure - Old Oak Dental Practice\" \/>\n<meta property=\"og:description\" content=\"At Old Oak Dental Practice we take complaints very seriously indeed and try to ensure\u00a0that all patients are pleased with their experience of our service. 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