Complaints

Question 1

Timeframe to raise concerns

Answer 1

Within 6mths

Question 2

First line method to resolve complaints

Answer 2

1. Informal complaint
   - Chat to dentist/staff
   - Can offer apology and refund

Acknowledge complaint within 3 working days
Dealt within 20 working days

Question 3

Complaint method if pt does not want it resolved in practice

Answer 3

NHS TX - NHS Dental Complaints
- Full refund or alternative positive outcome
- May need to raise issue with Health Board

OR

SPSO
- Makes final decision on complaints that can’t be resolved in practice

Question 4

Complaints procedure for private tx

Answer 4

Dental Complaints service

Question 5

How often is a complaint logged to Local Health Board?

Answer 5

Quarterly basis

Question 6

What should be included in your report following a serious complaint?

Answer 6

Summary of complaint
Important points from complaint
How complaint was handled
Improvements, proactive steps made following complaint