Code of Practice for Patient Complaints

---

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 Putting Things Right framework, as well as guidance from the General Dental Council (GDC) and Public Services Ombudsman for Wales (PSOW).

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.

1. All complaints must be made in writing.
2. Written complaints should be addressed to:
    

Complaints Manager
Ystradgynlais Dental Practice
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 communication 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.

1. Acknowledgement
   We will acknowledge receipt of your written complaint within 2 working days and will include a copy of this policy for your reference.
2. 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 the investigation. 
3. 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 to address the matter 
   • 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 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.

Powys Teaching Health Board
Concerns Team (Putting Things Right)
Bronllys Hospital, Mansion House
Bronllys, Brecon, LD3 0LU
Tel: 01874 712723
Email: concerns.abbpht@wales.nhs.uk

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

Dental Complaints Service
Stephenson House
2 Cherry Orchard Road
Croydon, CR0 6BA
Tel: 020 8253 0800
Website: www.dentalcomplaints.org.uk

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.