At Castle Court Dental Practice, we take complaints very seriously indeed and try to ensure that all of our patients are pleased with their experience of our service. If you do wish to raise a complaint with the practice, we are committed to the following Complaints Procedure:
– If you wish to make a complaint, please ask our receptionist, who will refer you to the dentist most closely involved with your reason for complaint. – If you do not wish to speak to this person, let us know and we will arrange for you to discuss the matter with another member of the team. – If your dentist or the nominated person is not available at the time, then an appointment will be made during which you can discuss your concerns. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period, or if you do not wish to wait to discuss the matter, arrangements will be made for someone else to address your concerns. – If you do not wish to discuss the matter with your dentist or other representative, please write with your concerns to:
Bharat Nagrani or Eifion Roberts Castle Court Dental Practice 1 Castle Court Dinas Powis CF64 4NS
– We will acknowledge your complaint in writing as soon as possible, normally within two working days. We will seek to investigate the complaint within 10 working days of the complaint being received to give an explanation of the circumstances that led to the complaint. If you do not wish to meet us, then we will attempt to talk to you on the telephone. If we are unable to investigate the complaint within 10 working days, we will notify you, giving reasons for the delay and the likely period within which the investigation will be completed. – We will confirm the decision about the complaint in writing to you immediately after completing our investigation. – If you wish to take your complaint further regarding your private treatment, please contact Dental Complaints Service (run by the General Dental Council) on 08456 120 540 or complete the complaints form on their website or Health Inspectorate Wales 029 20928850 (www.hiw.org.uk). – If you wish to take your compliment further regarding your NHS treatment, please contact Cardiff and the Vale UHB on 029 20747747 or though their website; or contact NHS Direct Wales on 0845 46 47.
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It is the aim of this practice to provide quality dental care to our patients on schedule and to use clinical time effectively. To achieve this aim we have an appointment cancellation policy.
Cancellation of an appointment Patients are requested to give at least 24 hours notice to cancel a dental appointment. Cancellations should be made by telephone on: 02902512646.
If a private dental appointment is missed or cancelled with less than 24 hours notice, a £50 deposit will be taken before re-booking the appointment. The deposit will then be either used towards the next appointment, refunded if it is a non-chargeable appointment or lost if that next appointment is also missed or cancelled late. The fee is based on the length of the appointment.
If more than two NHS dental appointments are missed or cancelled with less than 24 hours notice, we do not guarantee being able to complete a patient’s NHS treatment or offer them NHS treatment in the future.
It is our aim to telephone or write to patients after a missed appointment to understand the reason for non-attendance and to inform them about any decision about their NHS dental care.
Any appeals about missed or cancelled appointment decisions by a patient should be made in writing to the practice owners Dr Bharat Nagrani or Dr Robert Eifion Roberts.
Reviewed on: 19/12/17 Reviewed by: Bharat Nagrani Detail of changes: Who to appeal to in writing if appointments missed Staff notified of changes: 19/12/17
This website may provide links or references to other sites and may be accessed by links from third party websites over which we have no control. We have no responsibility for the content of such other sites and shall not be liable for any damages or injury arising from that content or that access. Any links to other sites are provided as merely a convenience to the users of this website. We reserve the right to delete, modify or supplement the content, links or references of this site at any time, for any reason, without notification.
Our Data Protection Principles The protection and security of your personal data is of paramount importance to us. The use of your personal data is in strict compliance with general data protection regulations in order to make you feel secure with us in matters of data protection.
It is important to us that you are always aware of which personal data is collected during your visit on our website and during the use of our services and offers, as well as how we use said data afterwards. The following notices are intended to provide you with information about this and also to inform you of how we protect your personal data from manipulation, loss, destruction or improper use.
Collection and Use of Personal Data Personal data is any data that allows for your personal identification, i.e. your name, address, phone number or email address (“Personal Data”). Personal Data is only collected, processed or used by us if permitted by law or if you have given your prior consent.
We collect data from our patients and use it as part of providing dental treatment to them. This data is held on our server and shared with a third party practice management supplier.
a. Contact Request We use your Personal Data exclusively to process your request to get in contact with you.
b. Patient Registration Without your explicit consent we only use your Personal Data to carry out your registration.
In addition, we collect and use your Personal Data in particular for the following purposes, but we will ask for your specific consent to do so:
c. Online and Offline Advertising Only with your express consent will we send you client satisfaction surveys, information about our services, treatments and events, and if applicable our newsletter.
If you provide us with additional consent to send you marketing materials we may use your data for patient analysis, treatment and oral health education messages and written advertising via email, phone or in print.
d. Right to Object to Advertising You can object at any time to the use of your Personal Data for advertising or market research purposes. You may also withdraw your consent at any time by simply contacting us via email, phone or in person. Details of how to withdraw consent for receiving marketing materials is available on our website.
e. Online Applications If applicable, when you apply online for a job opening, training opportunity or internship with us, your information is used for the sole purpose of processing your application. As soon as your data is no longer needed it is deleted or destroyed.
Gaining and Recording Consent You will be provided with a clear, simple way to opt in to receiving marketing information. Once consent has been gained the positive opt-in will be recorded on our practice management system.
Data Security We and our service providers take technical and organisational security measures to protect stored Personal Data against accidental or intentional manipulation, loss, destruction or against access by unauthorised persons. Our data processing and security measures are improved continuously to fall in line with technological developments.
Caring, compassionate and highly qualified.
Caring, compassionate and highly qualified.
We strive to develop great relationships in Dinas Powys, and aim to keep the whole community smiling with great oral health care.