Complaints procedure

At Freeman & Rosser Dental & Implant Clinic, 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?

A complaint may be verbal or written and may be made to any member of the practice team.  Please see below for the practice contact details should you wish to make a complaint.  

Freeman & Rosser Dental & Implant Clinic
St Catherine St
Carmarthen
Wales
SA31 3DY
tel: 01267 234656
email: reception.carmarthen@portmanhealthcare.co.uk

How do I complain about NHS dental care?

If you do not wish to contact the practice directly, or are not happy with the outcome from discussing with the practice, then you may contact NHS Wales on: 

NHS Wales 
Patient Support Services
Hywel Dda University Health Board
Fishguard Road
HAVERFORDWEST
SA61 2PZ
tel/text: 07891 142240
fax: 01437 773353
email:hdhb.patientsupportservices@wales.nhs.uk

How do I complain about private dental care?

If you do not wish to contact the practice directly, or are not happy with the outcome from discussing with the practice, then you may contact the Health Inspectorate Wales on:

Health Inspectorate Wales
Welsh Government
Rhydcar Business Park
Merthyr Tydfil
CF48 1BR
tel: 
0300 062 8163
e
mail:hiw@gov.wales

OR:

Dental Complaints Service 
37 Wimpole Street
London
W1G 8DQ
tel: 020 8253 0800
email: info@dentalcomplaints.org.uk
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.

How do I complain about the service received by Denplan, Simply Health Professionals?

If you wish to complain about the service received in relation to your Denplan plan, their Patient Support team can be contacted and will aim to resolve your complaint within 10 working days.  

They can be contacted on 0800 401 402, between 8.30am and 5.30pm Mondays to Thursdays, or 8.30am to 4.30pm on Fridays

Alternatively, they can be contacted be post or email at:

The Head of Customer Services
Denplan Limited
Simplyhealth House
Victoria Road
Winchester
SO23 7RG
email: customerrelations@denplan.co.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 Freeman & Rosser Dental & Implant Clinic, 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 are not happy with how your complaint has been handled then our Complaints Manager, Dr Laura Hunter, can be contacted at:

Laura Hunter
Portman Healthcare
Rosehill
New Barn Lane
Cheltenham
Gloucestershire
GL52 3LZ
email:
laura.hunter@portmanhealthcare.co.uk

What do I do if I’m not satisfied with the outcome?

If your care was provided under an NHS contract and you are not happy with the outcome of your complaint you may contact:

Freepost RTJR-ZKJG-JZTC
Patient Support Services

Hywel Dda University Health Board
Fishguard Road
HAVERFORDWEST
SA61 2PZ
tel/text:
07891 142240
fax:
01437 773353
email:
hdhb.patientsupportservices@wales.nhs.uk

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
37 Wimpole Street
London W1G 8DQ
tel: 020 8253 0800 in office hours (Monday to Friday 9am - 5pm)
email:
info@dentalcomplaints.org.uk
website: www.dentalcomplaints.org.uk

NB A complaint needs to be raised within 12 months of the issue either taking place, or becoming known to yourself

If you remain dissatisfied with the 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

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