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 ‘Listening to People’ Complaints Team
Cwm Taf Morgannwg University Health Board,
Ynysmeurig House, Navigation Park,
Abercynon, CF45 4SN
Tel: 01443 744915
Email: [email protected]
Llais, Ty Antur
Enterprise House,
Navigation Park,
Abercynon,
Mountain Ash, CF45 4SN
Tel: 01443 405830
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: 0300 790 0203
Email: [email protected]
www.ombudsman.wales
Local Citizens Advice
Tel: 01656 762800
Email: [email protected]
We are regulated by the General Dental Council www.gdc-uk.org | Tel: 020 7167 6000
Last modified: 10 June 2026 — Park Street Dental, 26 Park Street, Bridgend, CF31 4AX
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, 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 a byddwn yn hapus i ateb unrhyw gwestiynau yr hoffech o bosib eu codi ynglŷn â’r weithdrefn hon.
Os nad ydych yn hollol fodlon ag unrhyw agwedd ar ein gofal neu wasanaeth, rhowch wybod i ni cyn gynted â phosib er mwyn i ni allu mynd i’r afael â’ch pryderon yn brydlon. Rydym yn derbyn cwynion a wneir ar lafar yn ogystal â chwynion ysgrifenedig. Catherine Hayes, y Rheolwr Cwynion, fydd eich 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 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 30 diwrnod gwaith.
Gallwch anfon eich cwynion i 26 Park Street, Bridgend, CF31 4AX, 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 yn cael eu cadw’n ddiogel ac ar gael i’r rhai sydd angen gwybod am eich cwyn yn unig. Os bydd yr ymchwiliad i’ch cwyn yn cymryd mwy o amser na’r disgwyl, bydd y Rheolwr Cwynion yn cysylltu â chi o leiaf bob deg diwrnod gwaith i roi gwybodaeth gyson i chi am y rheswm dros unrhyw 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. Byddwn yn gwneud ein hymateb yn glir, gan roi sylw i bob un o’ch pryderon cystal ag y gallwn. Byddwch hefyd 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’r mater ymhellach. Cysylltwch â:
GIG Cymru ‘Gwrando ar Bobl’ — Tîm Cwynion
Bwrdd Iechyd Prifysgol Cwm Taf Morgannwg,
Ynysmeurig House, Navigation Park,
Abercynon, CF45 4SN
Ffôn: 01443 744915
E-bost: [email protected]
Llais, Ty Antur
Enterprise House,
Navigation Park,
Abercynon,
Mountain Ash, CF45 4SN
Ffôn: 01443 405830
E-bost: [email protected]
Arolygaeth Gofal Iechyd Cymru
Adeiladau’r Llywodraeth, Parc Busnes Rhydycar,
Merthyr Tudful, CF48 1UZ
Ffôn: 03000 628163
E-bost: [email protected]
Ombwdsman Gwasanaethau Cyhoeddus Cymru
1 Ffordd Yr Hen Gae,
Pencoed, CF35 5LJ
Ffôn: 0300 790 0203
E-bost: [email protected]
Canolfan Cyngor ar Bopeth
Ffôn: 01656 762800
E-bost: [email protected]
Rydym yn cael ein rheoleiddio gan y Cyngor Deintyddol Cyffredinol www.gdc-uk.org | Ffôn: 020 7167 6000
Diweddarwyd ddiwethaf: 10 Mehefin 2026 — Park Street Dental, 26 Park Street, Bridgend, CF31 4AX
