Complaints procedure

At Capel Dental Care, we pride ourselves on the high quality of care we provide our patients. Our aim is to look after you as we wish to be looked after ourselves.

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?

A complaint may be made to either the practice (as the provider of the service) or HIW Wales (as the commissioner of the service).  

If you wish to complain to the practice, you can do so directly to your dentist or any member of the Capel Dental Care team, either verbally or in writing.  Please contact the practice on the below details, should you wish to make a complaint.

Capel Dental Care
22 Mansel St
Carmarthen
Wales
SA31 1QX
tel: 01267 237363
email: reception.capel@portmanhealthcare.co.uk

Should you wish to raise a complaint directly with HIW 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?

If you wish to make a complaint about care received privately then this can be made verbally, or in writing, to any member of the practice team.  Please contact the practice on the below details, should you wish to make a complaint.

Capel Dental Care
22 Mansel St
Carmarthen
Wales
SA31 1QX
tel: 01267 237363
email: reception.capel@portmanhealthcare.co.uk

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?

Verbal

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 Capel Dental Care, for attention of the Practice Manager or the dentist, and it will be handled as outlined below.

  1. An acknowledgement letter of your complaint will be sent to you within 3 working days.
  2. Our Complaints Manager, Dr. Laura Hunter, will be made aware of your complaint.
  3. If your complaint is regarding clinical care, it will be passed to your treating dentist for them to provide a response and resolution. 
  4. 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.

What do I do if I’m not satisfied with the complaints process?

If you’re not happy with how your complaint has been handled, then please get in touch with our Complaints Manager, Dr. Laura Hunter, who can be contacted at laura.hunter@portmanhealthcare.co.uk

What do I do if I’m not satisfied with the outcome of my complaint regarding my NHS treatment?

If your care was provided within the NHS, and you are not happy with the outcome of your complaint, you may contact the Parliamentary Health and Service Ombudsman at:

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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

What do I do if I’m not satisfied with the outcome of my complaint regarding my private dental treatment?

If your care was provided privately, and you are not happy with the outcome of your complaint, you may contact:

Health Inspectorate Wales
Welsh Government
Rhydcar Business Park
Merthyr Tydfil
CF48 1BR

tel: 0300 062 8163
email: hiw@gov.wales

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

N.B:
A complaint needs to be raised with the Dental Complaints Service within 12 months of the issue either taking place, or becoming known to yourself.

If you remain dissatisfied with resolution of your complaint then the Public Services Ombudsman for Wales can be contacted on:

Public Services Ombudsman for Wales
1 Ffordd Y Hen Gae
Pencoed
Bridgend
CF35 5LJ

tel: 0300 790 0203
email: ask@ombudsman-wales.org.uk

Portman Dental Care Awards

BDA Good Practice Award - Portman Dental Care
The Dentistry Awards - Portman Dental Care
Dental Industry Award - Portman Dental Care
Elite Practice Award - Portman Dental Care
Private Dentistry Awards - Portman Dental Care