Complaint Resolution Procedure

Rima Bagautdinova
01.08.2025

Complaint Resolution Procedure at Rocca Dent Dental Clinic

Key Conditions

A complaint must be submitted in writing only. The complainant must include their full name, contact details, and a brief description of the situation. Key requirements include:

  1. A complaint may be submitted by the patient who received medical care at Rocca Dent Clinic or by their legal representative (e.g. parents in the case of minors under 18 years old, or a guardian with power of attorney);
  2. All complaints are recorded and stored in the registry;
  3. Anonymous complaints are not considered;
  4. Responses are issued only to signed complaints;
  5. After receiving the complaint, the staff member must notify the responsible person;
  6. The clinic director must also be informed without exception.

Procedure for Handling Electronic Complaints

  • Based on the content of the complaint, it is forwarded to the responsible person. If necessary, an internal investigation is initiated. In certain cases, an immediate response may be provided.
  • An explanatory note is prepared by the employees involved in the complaint review. The case coordinator gathers all notes and arranges for the case to be reviewed with the participation of the clinic director or their representative.
  • A written response is then prepared and sent to the patient either electronically or by registered mail. Depending on the nature of the issue, the patient may also be invited to participate in the discussion (upon request).
  • After completion, the responsible employee must inform the complainant of their right to contact the Committee for Quality of Medical Services.

Processing Timeframes

The complaint is registered within one working day from the moment of receipt. The review process takes no more than 10 working days. If necessary, additional verifications may be carried out or specific information may be requested, which may extend the processing period (the patient will be notified accordingly).

Outcome of the Review

As a result, the patient will receive either a verbal or written response (depending on the method of submission), including a justification for the decision made and full information about the measures taken (if the violation was confirmed).

How to Submit a Complaint