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Patients Complaints

We pride ourselves on providing the best dental care possible. However, if you are not happy with any aspects of the services provided, please contact Dr P.M Guest, Dentist, on 01978 757 409 who will do his utmost to resolve any problems.

Patient Complaints Procedure (Wales)
It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as
efficiently, effectively and politely as possible. We take complaints very seriously, we investigate them in a full and fair way and
take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never
discriminate against patients who have made a 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.

Gemma Andrew is the Complaints Manager and will be your personal contact to assist you with any complaints. If your verbal
complaint is not resolved to your satisfaction within 24 hours or if you complain in writing, the Complaints Manager will
acknowledge it in writing within 2 working days and will aim to provide a full response in writing within 10 working days.

If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when they
are next available. We will keep comprehensive and confidential records of your complaint, which will be stored securely and
only be accessible by those who need to know about your complaint.

If the complaint 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 its outcome in writing and invited to a meeting to discuss the
results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your
feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take it further,
please see the contacts below.

Contacts
For private dental treatment you can 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 020 8253 0800 or visiting www.dentalcomplaints.org.uk.

If you feel that the practice isn’t meeting it’s duties regarding the Welsh language you can raise your concern with the Welsh
Language Commissioner by calling 0845 6033 221 or visiting http://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 062 8163.

The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at
www.gdc-uk.org contact them on information@gdc-org.uk or by calling 020 7167 6000

For support and advocacy you may wish to contact the community health council 01286 674971

Gweithdrefn Cwynion Cleifon (Cymru)
Ein nod ni bob amser yw cael cleifion bodlon, bodloni eich disgwyliadau gofal a gwasanaeth, a datrys unrhyw gwynion mor
effeithlon, effeithiol a chwrtais â phosib. Mae cwynion yn peri pryder mawr i ni ac rydym yn ymchwilio iddynt o ddifrif, mewn
ffordd lawn a theg, ac yn cymryd llawer o ofal i warchod eich cyfrinachedd. Rydym yn dysgu oddi wrth gwynion er mwyn gwella
ein gofal a’n gwasanaeth. Ni fyddwn yn gwahaniaethu yn erbyn cleifion sydd wedi gwneud cwyn.

Os nad ydych yn gwbl fodlon gydag unrhyw agwedd ar ein gofal neu ein gwasanaeth, cofiwch roi gwybod i ni cyn gynted â
phosib os gwelwch yn dda, fel ein bod yn gallu rhoi sylw i’ch pryderon yn brydlon. Os nad ydych yn teimlo bod posib i chi fynegi
cwyn am wasanaeth y GIG yn uniongyrchol i ni, gallwch gwyno’n uniongyrchol i’r Bwrdd Iechyd lleol [HB contact details here].

Gemma Andrew yw’r Rheolwr Cwynion a’ch cyswllt personol chi i’ch helpu gydag unrhyw gwynion. Os na chaiff eich cwyn
lafar ei datrys er boddhad i chi o fewn 24 awr, neu os ydych wedi cwyno’n ysgrifenedig, bydd y Rheolwr Cwynion yn eich
cydnabod yn ysgrifenedig o fewn 2 ddiwrnod gwaith ac wedyn bydd yn ceisio darparu ymateb llawn yn ysgrifenedig o fewn 10
diwrnod gwaith.

Os nad yw’r Rheolwr Cwynion ar gael, byddwn yn cymryd manylion cryno am y gŵyn ac yn trefnu cyfarfod pan mae ar gael
nesaf. Byddwn yn cadw cofnodion cynhwysfawr a chyfrinachol am eich cwyn a byddant yn cael eu cadw’n ddiogel ac ar gael i’r
rhai sydd angen gwybod am eich cwyn yn unig.

Os bydd ymchwiliad eich cwyn yn cymryd mwy o amser na’r disgwyl, bydd y Rheolwr Cwynion yn rhoi gwybodaeth gyson i chi
am y rheswm dros yr oedi, am gynnydd yr ymchwiliad, ac am y dyddiad arfaethedig ar gyfer ei gwblhau.

Pan fydd yr ymchwiliad wedi’i gwblhau, byddwch yn cael gwybod am y canlyniad yn ysgrifenedig ac yn cael gwahoddiad i
gyfarfod i drafod y canlyniadau ac unrhyw ddatrysiadau ymarferol y gallwn eu cynnig i chi. Gallai’r datrysiadau hyn gynnwys
cyfnewid triniaeth, ad-dalu ffioedd sydd wedi’u talu, eich cyfeirio i gael triniaethau arbennig neu ddatrysiadau eraill sy’n diwallu
eich anghenion ac yn datrys y gŵyn.

Rydym yn dadansoddi cwynion cleifion yn rheolaidd er mwyn dysgu oddi wrthynt ac er mwyn gwella ein gwasanaethau. Dyma
pam rydym bob amser yn croesawu eich adborth, eich sylwadau, eich awgrymiadau a’ch cwynion. Os ydych yn anfodlon gyda’n
hymateb i gŵyn, mae croeso i chi fynd â hi ymhellach. Gweler y manylion cysylltu isod.

Manylion Cysylltu
Ar gyfer triniaethau deintyddol preifat, gallwch gysylltu â gwasanaeth cwynion deintyddol preifat y Cyngor Deintyddol
Cyffredinol o fewn 12 mis i gael y driniaeth neu o fewn 12 mis i ddod yn ymwybodol o’r broblem, drwy ffonio 020 8253 0800
neu fynd i www.dentalcomplaints.org.uk.

Os ydych yn teimlo nad yw’r practis yn bodloni ei ddyletswyddau o ran yr iaith Gymraeg, gallwch fynegi eich pryder wrth
Gomisiynydd y Gymraeg drwy ffonio 0845 6033 221 neu fynd i http://www.comisiynyddygymraeg.cymru.
Hefyd mae posib cysylltu ag Arolygiaeth Gofal Iechyd Cymru, sef arolygiaeth a rheoleiddiwr annibynnol ar yr holl ofal iechyd
yng Nghymru, drwy ffonio 0300 062 8163. Mae’r Cyngor Deintyddol Cyffredinol yn gyfrifol am reoleiddio pob gweithiwr
deintyddol proffesiynol. Cewch gwyno gan ddefnyddio eu ffurflen ar-lein yn www.gdc-uk.org , drwy gysylltu â nhw ar
information@gdc-org.uk neu drwy ffonio 020 7167 6000.

Am gefnogaeth ac eiriolaeth gysylltwch a cyngor iechyd cymuned 01286 674971.

We are thrilled with our feedback

I came here as a new patient and was very nervous, I was completely put at ease.. I’m very grateful and would like to thank all the staff for being so nice!

Mr Griffiths

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