Complaints Procedure

Code of Practice for Patient Complaints

In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experiences of our services. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we have made, and we respond to patients concerns in a caring and sensitive way.

• Patient raises their concern to a member of staff, which is then passed on to the practice manager.
• The practice manager will then fill out a complaint form if needed. If the complaint is verbally resolved within one day this does not apply
• Acknowledge complaint within 2 working days and aim to have investigated complaint within 10 working days of the date raised with us.  We shall then be able to give an explanation or offer a meeting with those involved.
• We shall aim to find out what happened and what went wrong
• Enable patient to discuss the problem with those concerned, if they would like to
• Give an apology, where this is appropriate;
• identify what we can do to make sure the problem does not happen again
• The complaint form should include details of the complaint, time scale for dealing with the complaint, plan and a follow up.
• The time limit for resolving a complaint is one year from the date the complaint was raised. Although the practice must acknowledge the complaint within two days of receiving it.
• If the patient is still not happy, they can take the complaint further by going to their local health board.

The practice has Putting Things Right leaflets available and the appropriate contact numbers. This is only for NHS patients.

The concerns team,
Ysbyty Gwynedd,
Bangor,
Gwynedd,
LL57 2PW
Tel: 01248 384194,
Fax: 01248 385318

Private patients will have a different number to contact. The local health board will then investigate the case and contact the practice regarding the matter.

Dental Complaints Service,
Stephenson House,
2 Cherry Orchard Rd,
Croydon,
CR0 6BA
Tel. 08456 120 540
E-mail:  info@dentalcomplaints.org.uk

Date:  July 2020
Review Date: July 2020