Complaints Procedure / Gweithdrefn Cwynion Cleifion
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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, investigating 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 and we will be happy to answer any questions you may have about this procedure.
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. We accept complaints made verbally as well as written complaints. Catherine Hayes, the Complaints Manager, 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 30 working days.
You can send your complaints to 26 Park Street, Bridgend, CF31 4AX, or call us on 01656 652470, or email [email protected].
If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when it is suitable for you and the practice. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only accessible to those who need to know about it. If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working days to keep you informed of the reason for any delays, 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. We will make our response clear, addressing each of your concerns as best as we can. You will also be 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 the matter further. Please contact:
NHS ‘Putting Things Right’
Complaints Team, Cwm Taf Morgannwg University Health Board
Ynysmeurig House, Navigation Park, Abercynon, CF45 4SN
Tel: 01443 744915
Email: [email protected]
www.puttingthingsright.wales.nhs.uk
Llais
Third Floor, 33–35 Cathedral Road, Cardiff, CF11 9HB
Tel: 02920 235558
Email: [email protected]
Healthcare Inspectorate Wales
Government Buildings, Rhydycar Business Park, Merthyr Tydfil, CF48 1UZ
Tel: 0300 062 8163
Email: [email protected]
The Ombudsman for Wales
1 Ffordd Yr Hen Gae, Pencoed, CF35 5LJ
Tel: 0845 601 0987
Email: [email protected]
www.ombudsman-wales.org.uk
Citizens Advice Bureau
Tel: 0845 477 2020
www.adviceguide.org.uk/wales
Board of Community Health Councils in Wales
Tel: 0845 544 7814 / 02920 235558
Email: [email protected]
www.communityhealthcouncils.org.uk
We are regulated by the General Dental Council
www.gdc-uk.org | Tel: 020 7167 6000
Last modified: 23 September 2025 — Park Street Dental, 26 Park Street, Bridgend, CF31 4AX
Ein nod ni bob amser yw cael cleifion bodlon, bodloni eich disgwyliadau o ran gofal a gwasanaeth, a datrys unrhyw gwynion mor effeithlon, effeithiol a chwrtais â phosibl. Rydym yn cymryd cwynion o ddifrif, yn ymchwilio iddynt mewn modd teg a llawn, ac yn cymryd gofal mawr i ddiogelu 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, ac rydym yn hapus i ateb unrhyw gwestiynau sydd gennych am y weithdrefn hon.
Catherine Hayes yw’r Rheolwr Cwynion a’ch cyswllt personol 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 cyflwyno cwyn yn ysgrifenedig, bydd y Rheolwr Cwynion yn ei chydnabod yn ysgrifenedig o fewn 2 ddiwrnod gwaith ac yn anelu at ddarparu ymateb llawn yn ysgrifenedig o fewn 30 diwrnod gwaith.
Gallwch anfon eich cwynion i 26 Park Street, Bridgend, CF31 4AX, neu ein ffonio ar 01656 652470, neu anfon e-bost at [email protected]
Os nad yw’r Rheolwr Cwynion ar gael, byddwn yn cymryd manylion cryno am y gŵyn ac yn trefnu cyfarfod ar adeg sy’n addas i chi ac i’r practis. Byddwn yn cadw cofnodion cynhwysfawr a chyfrinachol am eich cwyn a byddant ar gael i’r rhai sydd angen gwybod yn unig. Os bydd yr ymchwiliad yn cymryd mwy o amser na’r disgwyl, bydd y Rheolwr Cwynion yn cysylltu â chi bob deg diwrnod gwaith i roi gwybod i chi am y rhesymau dros unrhyw oedi, cynnydd yr ymchwiliad, a’r dyddiad arfaethedig ar gyfer ei gwblhau.
Pan fydd yr ymchwiliad wedi’i gwblhau, byddwch yn cael gwybod am y canlyniad yn ysgrifenedig. Byddwn yn gwneud ein hymateb yn glir, gan roi sylw i bob un o’ch pryderon orau ag y gallwn. Byddwch hefyd yn cael gwahoddiad i gyfarfod i drafod y canlyniadau ac unrhyw ddatrysiadau ymarferol y gallwn eu cynnig. Gallai’r datrysiadau hyn gynnwys cyfnewid triniaeth, ad-dalu ffioedd, eich cyfeirio at driniaethau arbenigol 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 i wella ein gwasanaethau. Dyna pam rydym bob amser yn croesawu eich adborth, sylwadau, awgrymiadau a chwynion. Os ydych yn anfodlon ar ein hymateb, gallwch fynd â’r mater ymhellach. Gweler manylion cyswllt isod.
Gweithio i Wella (Putting Things Right)
Tîm Pryderon, Bwrdd Iechyd Prifysgol Cwm Taf Morgannwg
Ynysmeurig House, Navigation Park, Abercynon, CF45 4SN
Ffôn: 01443 744915
E-bost: [email protected]
Llais
Trydydd llawr, 33–35 Heol-y-Gadeirlan, Caerdydd, CF11 9HB
E-bost: [email protected]
Arolygiaeth Gofal Iechyd Cymru
Llywodraeth Cymru, Parc Busnes Rhydycar, Merthyr Tudful, CF48 1UZ
Ffôn: 0300 062 8163
E-bost: [email protected]
Ombwdsman Gwasanaethau Cyhoeddus Cymru
1 Ffordd Yr Hen Gae, Pencoed, CF35 5LJ
Ffôn: 0300 790 0203
E-bost: [email protected]
Cyngor ar Bopeth (Citizens Advice Bureau)
Ffôn: 0800 702 2020
www.adviceguide.org.uk/wales
Bwrdd Cynghorau Iechyd Cymunedol Cymru
Trydydd llawr, 33–35 Heol-y-Gadeirlan, Caerdydd, CF11 9HB
Ffôn: 02920 235558
E-bost: [email protected]
Rydym yn cael ein rheoleiddio gan y Cyngor Deintyddol Cyffredinol
www.gdc-uk.org | Ffôn: 020 7167 6000
Diweddarwyd ddiwethaf: 23 Medi 2025 — Park Street Dental, 26 Park Street, Bridgend, CF31 4AX
