Complaints Procedure
However, if you have any concerns or comments regarding your dental care, we will address these as a matter of priority.
We welcome all feedback, both positive and negative, regarding all feedback as an opportunity to learn and improve our service in the future. We will not react unnecessarily defensively, and your confidentiality and access to our services will be protected.
How do I complain about NHS dental care?
If you wish to complain to the practice, you can do so directly to your dentist or any member of the The Bridges Dental Surgery team, either verbally or in writing. Please contact the practice on the below details, should you wish to make a complaint.
The Bridges Dental Surgery
Nichola Mahoney
Practice Manager
6 Newport Road
Caldicot
Monmouthshire
NP26 4HX
tel: 01292 423280
email: practicemanagerpm@gmail.com
Should you wish to raise a complaint directly with NHS Wales then they can be contacted at:
NHS Wales (for complaints concerning NHS dental care only)
Patient Support Services
Hywel Dda University Health Board
Fishguard Road
Haverfordwest
SA61 2PZ
email: hdhb.patientsupportservices@wales.nhs.uk
fax: 01437 773353
text: 07891 142240
How do I complain about dental care provided privately?
The Bridges Dental Surgery
Nichola Mahoney
Practice Manager
Caldicot
Monmouthshire
NP26 4HX
tel: 01292 423280
email: practicemanagerpm@gmail.com
Further assistance and advice regarding your complaint can be found at:
HIW
Health Inspectorate Wales
Welsh Government
Rhydcar Business Park
Merthyr Tydfil
CF48 1BR
email:hiw@gov.wales
tel: 0300 062 8163
OR:
The dental complaints service:
email: info@dentalcomplaints.org.uk
tel: 08456 120540 in office hours (Monday to Friday 9am – 5pm)
form: Complete a form via their website www.dentalcomplaints.org.uk
How will my complaint be handled?
A verbal complaint made to a member of the practice team will be immediately logged and we will try and resolve your concerns at that time. If appropriate, the Practice Manager, will be able to discuss your complaint to try and resolve the situation for you.
As all of our dentists operate as independent practitioners, any complaint concerning clinical care will be immediately passed to your treating dentist. Regarding a verbal complaint over your care, the treating dentist should be available to discuss and resolve your concerns.
Written
You can make a complaint in writing to The Bridges Dental Surgery, for attention of the Practice Manager or the dentist, and it will be handled as outlined below.
- An acknowledgement letter of your complaint will be sent to you within 3 working days.
- Our Complaints Manager, Mrs Judy Edinbrough, will be made aware of your complaint.
- If your complaint is regarding clinical care, it will be passed to your treating dentist for them to provide a response and resolution.
- A full response will be provided to you within 15 working days.
If we anticipate any delays in providing a full response, you will be notified and kept updated every 10 working days of the progress of your complaint.
