Reviews
In this practice, we take complaints very seriously and try to ensure that all our patients are pleased with their experience with our service.
If you have a complaint, we will treat you courteously and promptly so that the matter is resolved as quickly as possible. We learn from your feedback and respond to your concerns in a caring and sensitive way.
Complaints will only be shared with the staff involved, and only those who need to know will have the full details. The theme of any complaints will be discussed in team meetings so that all members can learn from them and improve the service that we provide.
The Complaints Manager in the practice is Mrs Jenna Phillips – you can contact her via telephone 01792 368547 or email jenna.mumblesdental@gmail.com
Verbal Complaints in person or by telephone
If you complain on the telephone or at Reception, we will listen to your complaint and acknowledge it with empathy. Minor complaints will be addressed promptly. For more complex issues, the complaint will be referred to the Practice Manager, Jenna Phillips, immediately if possible. If the complaints manager is not available, you will be told when she is available and offered a choice of how she may contact you to discuss the issue.
Complaints in writing or via email
If you complain in writing or by email, your complaints will be passed on immediately to the Practice Manager, Jenna Phillips.
She will acknowledge your complaint in writing or by email (by the same method that you contacted us) and enclose/attach a copy of our complaint procedure as soon as possible (normally within two working days). She will aim to have investigated the complaint within 10 working days. We will offer to discuss the complaint at a time agreed with you, giving you a choice of how you would like to be kept informed, for example, face to face, by telephone, email or letter.
We will inform you how the complaint will be handled and the likely timescale for the investigation to be completed. If you do not wish to discuss the complaint, we will still advise you of the likely timescales for completing the process.
Complaining on behalf of someone else
Please be advised that we are bound by the rules of medical confidentiality and must strictly adhere to them. If you are submitting a complaint on behalf of another individual, we require evidence that you have their explicit consent to act on their behalf. This consent must be provided in the form of a signed letter from the individual concerned. Exceptions to this requirement apply only if the individual is unable to provide consent due to physical or mental incapacity or if they are a child under the age of 16.
In all cases, we will seek to investigate the complaint speedily and efficiently and we will keep you regularly informed, as far as is reasonably practicable, as to the progress of the investigation.
Investigations will normally be completed in 2 weeks. When the investigation is complete, we will provide you with a written report. This will include an explanation of how the complaint was considered, the conclusions reached in respect of each part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action we have taken or will be taking as a result of the complaint.
We will keep full, confidential records of any complaint received as well as any actions taken to improve services as a result of your complaint.
Any complaint regarding clinical care or associated charges will be passed on to the treating dentist unless you do not wish this to happen.
If you are not satisfied with the result of our procedure, you can complain to:
Denplan Patients
Denplan Clinical Mediation Service
T: 0800 169 7220
E: clinicalmediationservice@denplan.co.uk
Private Patients
Dental Complaints Service
37 Wimpole Street, London, W1G 8DQ
T: 0208 253 0800
W: https://dcs.gdc-uk.org/
Health Inspector Wales (HIW)
Rhydycar Business Park, Merthyr Tydfil, CF48 1UZ
T: 0300 062 8163
E: HIW@gov.wales
Public Service Ombudsman for Wales
1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ
T: 0845 601 0987
W: http://www.ombudsman-wales.org.uk/
General Dental Council
37 Wimpole Street, London, W1M 8DQ
T: 020 7887 3800
E: complaints@gdc-uk.org
If you are making a complaint, please state: ‘for the attention of the “Complaints Team” in the subject line.
NHS patients
If patients are not satisfied with the result of our procedure, then a complaint may be referred to:
Paul Roberts, Chief Executive, Swansea Bay University Health Board.
1 Talbot Gateway, Baglan Energy Park, Port Talbot, SA12 7BR
T: 01639 683363/ 683316
E: SBU.complaints@wales.nhs.uk
If you want advice, there are people who can help you with what can be a complicated system. You can ask for advice and support from your local Community Health Council, who provide a free independent advice and advocacy service:
Abertawe Bro Morgannwg Community Health Council
First Floor, Cimla Hospital, Neath, SA11 3SU
T: 01639 683490
W: www.puttingthingsright.wales.nhs.uk
Public Service Ombudsman for Wales
1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ
T: 0845 601 0987
W: http://www.ombudsman-wales.org.uk/
If you are making a complaint, please state: ‘for attention of the Complaints Team’ in the subject line.
Llais Wales
Neath Port Talbot and Swansea Region
Cimla Health & Social Care Centre, Cimla, Neath
T: 01639 683490
E: nptandswansea.enquires@llaiscymru.org
W: https://llaiswales.org
