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Complaints Policy

Introduction

At our practice, we take all complaints and concerns very seriously and aim to resolve them quickly, fairly, and kindly. We want every patient to feel listened to and valued. Our procedure follows NHS Wales “Putting Things Right” and applies to both NHS and private patients.

Raising a Concern or Complaint

If you have a concern or complaint about any aspect of your care or service, please let us know as soon as possible — ideally within 12 months of the event (or when you first became aware of it). This helps us resolve issues more effectively.

Who to Contact

The person responsible for managing complaints and concerns in this practice is:
Dr Adam Lody (Registered Manager)

If Dr Lody is unavailable, you may speak to:

  • Dr Rebecca Anderson (Dentist)

  • Dr Jessica Oliver (Dentist)

  • Emma Baker (Practice Manager)

You can raise your concern:

  • In person or by phone — ask to speak with a dentist or a senior team member.

  • In writing — by letter or email addressed to Dr Lody (or to one of the alternatives above if he is unavailable).

How We Will Handle Your Concern

  1. We will acknowledge your concern or complaint within 2 working days of receiving it and provide a copy of this procedure.

  2. We will aim to investigate and provide a full written response within 30 working days. If this is not possible, we will explain why and let you know when to expect a response.

  3. We will provide a clear explanation, an apology where appropriate, and outline any actions taken to prevent similar issues in future.

  4. If your concern involves clinical care, it will be referred to the treating dentist unless you request otherwise.

  5. We keep a record of all complaints and outcomes to help us learn and improve our services.

  6. We treat all matters confidentially and handle information in accordance with Data Protection regulations.

Support and Advocacy

If you need support in making a complaint, you can contact your Community Health Council (CHC), who offer independent and confidential advice:

Aneurin Bevan Community Health Council
Raglan House, 6–8 William Brown Close, Llantarnam Business Park, Cwmbran, NP44 3AB
Tel: 01633 838516
Email: enquiries.aneurinbevanchc@waleschc.org.uk

If You’re Not Satisfied with the Outcome

For NHS Patients:
You may contact the Aneurin Bevan University Health Board or the Public Services Ombudsman for Wales:

Aneurin Bevan University Health Board
Primary Care and Networks Division
Llanarth House, Unit 1, Newbridge Gateway, Bridge Street, Newbridge, NP11 5GH
Tel: 01495 241200

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

Healthcare Inspectorate Wales (HIW):
You may also contact HIW about the quality and safety of dental services:
Healthcare Inspectorate Wales
Welsh Government, Rhydycar Business Park, Merthyr Tydfil, CF48 1UZ
Tel: 0300 062 8163
Web: www.hiw.org.uk

For Private Patients:
You can contact the Dental Complaints Service:
Stephenson House, 2 Cherry Orchard Road, Croydon, CR0 6BA
Tel: 0208 253 0800
Web: www.dentalcomplaints.org.uk

Learning and Improvement

Every concern or complaint helps us improve. We review complaints regularly to identify themes and learning opportunities, share outcomes with our team, and make changes where needed to prevent recurrence.

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