Complaints Handling Policy at The Dental Suite Swansea

At The Dental Suite Swansea, we take all feedback and complaints seriously. Our priority is to ensure every patient is satisfied with the care and service they receive. When concerns are raised, we handle them courteously, promptly, and with the goal of resolving the matter as swiftly and effectively as possible. This complaints policy reflects our commitment to patient care and continuous improvement.

Our Approach to Complaints

We strive to handle complaints in a manner that we would expect for ourselves. Every concern is treated as an opportunity to learn and enhance our services. Our aim is to address patients’ concerns with sensitivity, professionalism, and care.

How We Manage Complaints

The Practice Manager, Duncan Howells, is responsible for overseeing all complaints regarding our services.

If a complaint is made in person or by telephone:

• We will listen carefully to the patient’s concerns and, if possible, refer them directly to the Practice Manager.
• If the Practice Manager is unavailable, we will inform the patient when they can be contacted and arrange for a discussion as soon as possible.
• A staff member will record the key details of the complaint and pass them to the Practice Manager.
• If immediate contact with the Practice Manager cannot be arranged, or if the patient prefers, another member of the team will handle the matter.

If a complaint is made in writing or via email:

• It will be forwarded to the Practice Manager immediately.

If the complaint relates to clinical care or associated charges:

• The matter will usually be referred to the dentist involved, unless the patient requests otherwise.

Acknowledging and Investigating Complaints

• We will acknowledge all complaints in writing within three working days and provide a copy of this complaints policy.
• We aim to investigate and respond to the complaint within ten working days of receipt. During this process:
  • We will provide a detailed explanation of the circumstances leading to the complaint.
  • If the patient does not wish to meet, we will arrange a telephone discussion.
  • If the investigation cannot be completed within ten working days, we will inform the patient of the reason for the delay and the expected timeline for resolution.
• Once the investigation is complete, we will confirm the outcome and any decisions in writing.

Record-Keeping and Service Improvement
Comprehensive records of all complaints and their resolutions are maintained. We use this information to identify areas for improvement and implement changes to enhance the patient experience.

Further Steps If Unsatisfied
If a patient is dissatisfied with the outcome of our complaints procedure, they may contact the following external organizations:

The Dental Suite Swansea
Located within Medihub Pharmacy
84 St Teilo Street, Pontarddulais, Swansea, SA4 8ST
Phone: 01792 680169
Website: www.dentalsuiteswansea.co.uk

The Dental Complaints Service
37 Wimpole Street, London, W1G 8DQ
Phone: 0208 253 0800
Website: dcs.gdc-uk.org

The General Dental Council
37 Wimpole Street, London, W1G 8DQ
Phone: 08452 224 141
Website: www.gdc-uk.org

We are committed to addressing your concerns promptly and ensuring that your experience with The Dental Suite Swansea exceeds your expectations.