Putting things right – Concerns about your dental care

We aim to provide the very best dental care and treatment and it is important that we welcome comments and learn from patients’ experience, good or bad.  The vast majority of our patients are happy with the treatment and service they receive at Birchgrove Dental Practice.  Sometimes though, things might not go as well as expected.  When that happens we need to look at what went wrong so that we can try to improve our service.

What is a concern?

A concern is when you feel unhappy about any service provided by the dental surgery.  By telling us your concern, we can provide our apologies and investigate to try and put things right.  We will also learn lessons and improve services where they need to be better.

Who should I talk to about my concern?

If you feel able to do so, the best place to start is by talking to the staff who are involved in your care and treatment.  They can try to sort out your concern immediately.  If this doesn’t help or you do not want to speak to them, you can contact the practice complaints manager Beth Workman.  You can contact Beth in a number of ways:

In person at the practice.

Over the telephone on 02920693858

Via email at

By post at Birchgrove Dental Practice, 100 Caerphilly Road, Cardiff CF14 4AG

If Beth is not available at the time, then the patient will be told when they will be able to talk to Beth, and arrangements will be made for this to happen.  The member of staff will make a written record of the concern and provide the patient with a copy as well as passing it on to the complaints manager.  If a concern is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.

What happens next?

We will acknowledge receipt of the patient’s concern within 2 working days.  We will offer to discuss the concern at a time agreed by the patient, asking how the patient would like to be kept informed of developments, for example by telephone, face to face meetings, letters or email.  If via letter/email, we will reply in writing within 10 working days after fully investigating the matter.

We will inform the patient about how the concern will be handled and the likely time that the investigation will take to be completed.

We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as reasonably practicable, as to the progress of the investigation.  Investigations will normally be completed within 10 working days.  If they are going to take longer then we will inform the patient of this.

When we have completed our investigation, we will provide the patient with a full written report.  The report will include an explanation of how the concern has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the concern.

Proper and comprehensive records are kept of any concern received as well as any actions that are taken to improve services as a consequence of a concern.

What should you do if you are still unhappy?

If you are not satisfied with the result of our procedure then a complaint may be referred to:

For NHS treatment:

Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA.  Phone: 08456 120 540  Email:  Website:

Public Services Ombudsman for Wales: Phone: 08456 010 987  Email:

Citizens Advice Bureau: 0844 499 4718

Cardiff and Vale Health Council, Community Health Council Offices, 3rd Floor, Park House, Greyfriars Road, Cardiff CF10 3AF  Phone: 02920 377407

For Private treatment:

Dental complaints service, Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA  Phone: 08456 120 540  Email:  Web:

The General Dental Council (GDC), 37 Wimpole Street, London W1M 8DQ  the dentists’ registration body. Web:

Healthcare Inspectorate Wales, Welsh Government, Rhydycar Business Park, Merthyr Tydfil, CF48 1UZ  Phone: 0300 062 8163 Fax: 03000628387  Email:


Birchgrove Dental complies with the Data Protection Act 1998 set out by the General Dental Council (GDC).  

Birchgrove Dental Practice adheres to the standards set out by the GDC.                                        

These can be found at:[1].pdf


This website was updated on 20th January 2016