Complaints Policy

It is the aim of Crescent Dental Ltd, to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently and politely as possible.  We take complaints very seriously; we will investigate them in a full and fair way and take great care to protect your confidentiality.  We will never discriminate against patients who have made a complaint.

Isobel Mcarthur is the complaints managers for Crescent Dental Ltd and will be your contact to assist with any complaint you have. If your verbal complaint is not resolved to you satisfaction within 24 hours or if you complain in writing, the complaints manager will acknowledge it in writing with 2 working days and will aim to provide you with a response in writing within 30 working days.

• Phone us on 01792 472248
• Email us at crescentdentalltd@gmail.com

If the complaints investigation takes longer than anticipated the complaints manager will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of the outcome in writing, and if you wish you can request a meeting to discuss any practical solutions that meet your needs and resolve the complaint.

If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly.  If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to the Local Health Board.

Contact the Local Health Board at:

Mark Hackett
Chief Executive
SB Health Board Headquarters
1 Talbot Gateway
Baglan Energy Park
Port Talbot                              
SA12 7BR‍

Swansea Bay Community Health Council
First Floor
Cimla Hospital
Cimla
Neath
SA11 3SU

Patient feedback team email:  SBU.Complaints@wales.nhs.uk  
Telephone:   01639 683363/683316

Llais can support you to raise a concern and give advice on the most appropriate course of action. You can contact your local Llais office at the following address:

Advocacy Service
Llais – Neath Port Talbot and Swansea Region
First Floor
Cimla Health and Social Care Centre
Neath
SA11 3SU

Tel:  01639 683490
Advocacy Inbox: NPT&Swansea.Advocacy@llaiscymru.org

If you would like support or advice regarding your NHS complaint you can contact.  If you are still unhappy about your NHS complaint, you can contact the Ombudsman for Wales by calling 0300790 0203 or visiting www.ombudsman-wales.org.uk.

Private Dental Complaints

Isobel Mcarthur is also the complaints manager for private treatments, and will be your contact to assist with any complaint you have.

• You can telephone on 01792 472248
• Email crescentdentalltd@gmail.com

For private dental treatment you can also contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue by calling 0208 253 0800 or visiting www.dentalcomplaints.org.uk

If you feel that the practice isn’t meeting its duties regarding the Welsh language you can raise your concern with the Welsh Language Commissioner by calling 0845 6033221 or visiting www.comisiynyddygymraeg.cymru.

You can also contact Healthcare Inspectorate Wales (HIW) who is the independent inspectorate and regulator of all healthcare in Wales by calling 0300 0628163.

We regularly analyse patient’s complaints to learn from them and to improve our service.  That’s why we always welcome your feedback, comments, suggestion and complaints.