Complaints policy

At Ystradgynlais Dental Lounge, we are committed to providing the highest standard of care and service to all our patients. We take any complaint very seriously and view it as an opportunity to learn, reflect and improve.

We aim to deal with all complaints fairly, courteously and promptly, ensuring that concerns are resolved quickly and in a way that is satisfactory to everyone involved. Our complaints process follows the requirements set out by Healthcare Inspectorate Wales (HIW) and the NHS Wales Listening to People framework, as well as guidance from the General Dental Council (GDC) and Public Services Ombudsman for Wales (PSOW).

Making a complaint

If you are unhappy with any aspect of your dental care or the service you have received, please let us know as soon as possible. All complaints must be made in writing, addressed to:

Complaints Manager
Ystradgynlais Dental Lounge
17 Commercial Street
Ystradgynlais, Swansea SA9 1HD

To ensure your complaint is received and handled correctly, please do not submit complaints via WhatsApp, text message or email, as these channels are not routinely monitored for patient complaints. If you require assistance in making your complaint, we will be happy to provide guidance or accept a written statement prepared on your behalf.

How we handle complaints

Acknowledgement — we will acknowledge receipt of your written complaint within 2 working days and will include a copy of this policy for your reference.

Investigation — we will carry out a thorough and impartial investigation into your concerns. Our aim is to complete this process within 4 weeks, where reasonably practicable. You will be kept informed of progress throughout.

Response — once our investigation is complete, you will receive a full written response, including an explanation of how your complaint was considered, our findings and conclusions on each issue raised, details of any actions taken, and information on any changes or improvements made as a result.

We maintain full, confidential records of all complaints and review them regularly to identify opportunities for improving patient care and service delivery.

If you are not satisfied

If you are not satisfied with the outcome of your complaint, or you prefer not to raise your concern directly with the practice, you may refer it to the relevant external organisation.

For NHS treatment

Powys Teaching Health Board
Concerns / Patient Experience Team, Quality & Safety Department
Commissioning Rooms, Bronllys Hospital, Bronllys, Brecon, Powys LD3 0LS
Tel: 01874 712582
Email: Concerns.qualityandsafety.POW@wales.nhs.uk

Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ
Tel: 0300 790 0203
Website: www.ombudsman.wales

For private treatment

Dental Complaints Service
Fifty Paddington, 50 Eastbourne Terrace, London W2 6LG
Tel: 020 8253 0800 (Mon-Fri 9am-5pm)
Website: dcs.gdc-uk.org

Review of this policy

This Code of Practice is reviewed annually to ensure it remains compliant with HIW standards, NHS Wales procedures and the GDC’s Standards for the Dental Team.