{"id":17774,"date":"2025-08-01T11:27:43","date_gmt":"2025-08-01T08:27:43","guid":{"rendered":"https:\/\/roccadent.ee\/?page_id=17774"},"modified":"2025-08-01T11:47:39","modified_gmt":"2025-08-01T08:47:39","slug":"complaint-resolution-procedure","status":"publish","type":"page","link":"https:\/\/roccadent.ee\/en\/complaint-resolution-procedure\/","title":{"rendered":"Complaint Resolution Procedure"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"17774\" class=\"elementor elementor-17774 elementor-17773\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-d8de1f6 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d8de1f6\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4bd5ee0\" data-id=\"4bd5ee0\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-73d33c9 elementor-widget elementor-widget-heading\" data-id=\"73d33c9\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Complaint Resolution Procedure at Rocca Dent Dental Clinic<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-679346c elementor-widget elementor-widget-text-editor\" data-id=\"679346c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h3>Key Conditions<\/h3>\n<p>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:<\/p>\n<ol>\n<li>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);<\/li>\n<li>All complaints are recorded and stored in the registry;<\/li>\n<li>Anonymous complaints are not considered;<\/li>\n<li>Responses are issued only to signed complaints;<\/li>\n<li>After receiving the complaint, the staff member must notify the responsible person;<\/li>\n<li>The clinic director must also be informed without exception.<\/li>\n<\/ol>\n<h3>Procedure for Handling Electronic Complaints<\/h3>\n<ul>\n<li>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.<\/li>\n<li>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.<\/li>\n<li>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).<\/li>\n<li>After completion, the responsible employee must inform the complainant of their right to contact the Committee for Quality of Medical Services.<\/li>\n<\/ul>\n<h3>Processing Timeframes<\/h3>\n<p>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).<\/p>\n<h3>Outcome of the Review<\/h3>\n<p>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).<\/p>\n<h3>How to Submit a Complaint<\/h3>\n<ul>\n<li>Liira &amp; Ko O\u00dc<br \/>\nEmail: <span style=\"color: #3366ff;\"><strong><a style=\"color: #3366ff;\" href=\"mailto:info@roccadent.ee\">info@roccadent.ee<\/a><\/strong><\/span><br \/>\nPhone: <strong><span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"tel:+372 555 37 667\">+372 555 37 667<\/a><\/span><\/strong><br \/>\nAddress: P\u00e4evalille tn 4-7 (13513 Tallinn, Harjumaa)<\/li>\n<li>Estonian Health Insurance Fund<br \/>\nEmail: <span style=\"color: #3366ff;\"><strong><a style=\"color: #3366ff;\" href=\"mailto:info@tervisekassa.ee\">info@tervisekassa.ee<\/a><\/strong><\/span><br \/>\nPhone: <span style=\"color: #3366ff;\"><strong><a style=\"color: #3366ff;\" href=\"tel:+372 669 6630\">+372 669 6630<\/a><\/strong><\/span><\/li>\n<li>Health Board<br \/>\nEmail: <span style=\"color: #3366ff;\"><strong><a style=\"color: #3366ff;\" href=\"mailto:info@terviseamet.ee\">info@terviseamet.ee<\/a><\/strong><\/span><br \/>\nPhone: <strong><span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"tel:+372794 3500\">+372794 3500<\/a><\/span><\/strong><\/li>\n<li>Expert Committee on Healthcare Services, Ministry of Social Affairs<br \/>\nEmail: <span style=\"color: #3366ff;\"><strong><a style=\"color: #3366ff;\" href=\"mailto:info@sm.ee\">info@sm.ee<\/a><\/strong><\/span><\/li>\n<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>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: A complaint may be submitted by the patient who received medical care at Rocca Dent Clinic or by [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-17774","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v21.1 (Yoast SEO v21.4) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Complaint Resolution Procedure | Rocca Dent<\/title>\n<meta name=\"description\" content=\"Was the service provided substandard? Would you like to file a complaint? Then go to the page to review the possible ways to file a complaint\u2794\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/roccadent.ee\/en\/complaint-resolution-procedure\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaint Resolution Procedure\" \/>\n<meta property=\"og:description\" content=\"Was the service provided substandard? Would you like to file a complaint? Then go to the page to review the possible ways to file a complaint\u2794\" \/>\n<meta property=\"og:url\" content=\"https:\/\/roccadent.ee\/en\/complaint-resolution-procedure\/\" \/>\n<meta property=\"og:site_name\" content=\"Rocca Dent\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/facebook.com\/roccadent\" \/>\n<meta property=\"article:modified_time\" content=\"2025-08-01T08:47:39+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/roccadent.ee\/wp-content\/uploads\/2023\/05\/003A4415-Enhanced-NR-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"3000\" \/>\n\t<meta property=\"og:image:height\" content=\"2000\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/roccadent.ee\/en\/complaint-resolution-procedure\/\",\"url\":\"https:\/\/roccadent.ee\/en\/complaint-resolution-procedure\/\",\"name\":\"Complaint Resolution Procedure | Rocca Dent\",\"isPartOf\":{\"@id\":\"https:\/\/roccadent.ee\/en\/#website\"},\"datePublished\":\"2025-08-01T08:27:43+00:00\",\"dateModified\":\"2025-08-01T08:47:39+00:00\",\"description\":\"Was the service provided substandard? Would you like to file a complaint? Then go to the page to review the possible ways to file a complaint\u2794\",\"breadcrumb\":{\"@id\":\"https:\/\/roccadent.ee\/en\/complaint-resolution-procedure\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/roccadent.ee\/en\/complaint-resolution-procedure\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/roccadent.ee\/en\/complaint-resolution-procedure\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/roccadent.ee\/en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Complaint Resolution Procedure\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/roccadent.ee\/en\/#website\",\"url\":\"https:\/\/roccadent.ee\/en\/\",\"name\":\"Rocca Dent\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\/\/roccadent.ee\/en\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/roccadent.ee\/en\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":[\"Organization\",\"Place\"],\"@id\":\"https:\/\/roccadent.ee\/en\/#organization\",\"name\":\"Rocca Dent\",\"url\":\"https:\/\/roccadent.ee\/en\/\",\"logo\":{\"@id\":\"https:\/\/roccadent.ee\/en\/complaint-resolution-procedure\/#local-main-organization-logo\"},\"image\":{\"@id\":\"https:\/\/roccadent.ee\/en\/complaint-resolution-procedure\/#local-main-organization-logo\"},\"sameAs\":[\"https:\/\/facebook.com\/roccadent\",\"https:\/\/instagram.com\/roccadenthambaravi\"],\"address\":{\"@id\":\"https:\/\/roccadent.ee\/en\/complaint-resolution-procedure\/#local-main-place-address\"},\"geo\":{\"@type\":\"GeoCoordinates\",\"latitude\":\"59.4215566\",\"longitude\":\"24.6477757\"},\"telephone\":[\"+37255537667\"],\"openingHoursSpecification\":[{\"@type\":\"OpeningHoursSpecification\",\"dayOfWeek\":[\"Monday\",\"Tuesday\",\"Wednesday\",\"Thursday\",\"Friday\"],\"opens\":\"09:00\",\"closes\":\"19:00\"},{\"@type\":\"OpeningHoursSpecification\",\"dayOfWeek\":[\"Saturday\",\"Sunday\"],\"opens\":\"00:00\",\"closes\":\"00:00\"}]},{\"@type\":\"PostalAddress\",\"@id\":\"https:\/\/roccadent.ee\/en\/complaint-resolution-procedure\/#local-main-place-address\",\"streetAddress\":\"P\u00e4evalille 4, 7\",\"addressLocality\":\"Tallinn\",\"postalCode\":\"13517\",\"addressRegion\":\"Harjumaa\",\"addressCountry\":\"EE\"},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/roccadent.ee\/en\/complaint-resolution-procedure\/#local-main-organization-logo\",\"url\":\"https:\/\/roccadent.ee\/wp-content\/uploads\/2023\/04\/favicon.svg\",\"contentUrl\":\"https:\/\/roccadent.ee\/wp-content\/uploads\/2023\/04\/favicon.svg\",\"width\":15.33,\"height\":15,\"caption\":\"Rocca Dent\"}]}<\/script>\n<meta name=\"geo.placename\" content=\"Tallinn\" \/>\n<meta name=\"geo.position\" content=\"59.4215566;24.6477757\" \/>\n<meta name=\"geo.region\" content=\"Estonia\" \/>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Complaint Resolution Procedure | Rocca Dent","description":"Was the service provided substandard? Would you like to file a complaint? Then go to the page to review the possible ways to file a complaint\u2794","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/roccadent.ee\/en\/complaint-resolution-procedure\/","og_locale":"en_US","og_type":"article","og_title":"Complaint Resolution Procedure","og_description":"Was the service provided substandard? Would you like to file a complaint? Then go to the page to review the possible ways to file a complaint\u2794","og_url":"https:\/\/roccadent.ee\/en\/complaint-resolution-procedure\/","og_site_name":"Rocca Dent","article_publisher":"https:\/\/facebook.com\/roccadent","article_modified_time":"2025-08-01T08:47:39+00:00","og_image":[{"width":3000,"height":2000,"url":"https:\/\/roccadent.ee\/wp-content\/uploads\/2023\/05\/003A4415-Enhanced-NR-1.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/roccadent.ee\/en\/complaint-resolution-procedure\/","url":"https:\/\/roccadent.ee\/en\/complaint-resolution-procedure\/","name":"Complaint Resolution Procedure | Rocca Dent","isPartOf":{"@id":"https:\/\/roccadent.ee\/en\/#website"},"datePublished":"2025-08-01T08:27:43+00:00","dateModified":"2025-08-01T08:47:39+00:00","description":"Was the service provided substandard? Would you like to file a complaint? Then go to the page to review the possible ways to file a complaint\u2794","breadcrumb":{"@id":"https:\/\/roccadent.ee\/en\/complaint-resolution-procedure\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/roccadent.ee\/en\/complaint-resolution-procedure\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/roccadent.ee\/en\/complaint-resolution-procedure\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/roccadent.ee\/en\/"},{"@type":"ListItem","position":2,"name":"Complaint Resolution Procedure"}]},{"@type":"WebSite","@id":"https:\/\/roccadent.ee\/en\/#website","url":"https:\/\/roccadent.ee\/en\/","name":"Rocca Dent","description":"","publisher":{"@id":"https:\/\/roccadent.ee\/en\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/roccadent.ee\/en\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":["Organization","Place"],"@id":"https:\/\/roccadent.ee\/en\/#organization","name":"Rocca Dent","url":"https:\/\/roccadent.ee\/en\/","logo":{"@id":"https:\/\/roccadent.ee\/en\/complaint-resolution-procedure\/#local-main-organization-logo"},"image":{"@id":"https:\/\/roccadent.ee\/en\/complaint-resolution-procedure\/#local-main-organization-logo"},"sameAs":["https:\/\/facebook.com\/roccadent","https:\/\/instagram.com\/roccadenthambaravi"],"address":{"@id":"https:\/\/roccadent.ee\/en\/complaint-resolution-procedure\/#local-main-place-address"},"geo":{"@type":"GeoCoordinates","latitude":"59.4215566","longitude":"24.6477757"},"telephone":["+37255537667","+37255537667"],"openingHoursSpecification":[{"@type":"OpeningHoursSpecification","dayOfWeek":["Monday","Tuesday","Wednesday","Thursday","Friday"],"opens":"09:00","closes":"19:00"},{"@type":"OpeningHoursSpecification","dayOfWeek":["Saturday","Sunday"],"opens":"00:00","closes":"00:00"}]},{"@type":"PostalAddress","@id":"https:\/\/roccadent.ee\/en\/complaint-resolution-procedure\/#local-main-place-address","streetAddress":"P\u00e4evalille 4, 7","addressLocality":"Tallinn","postalCode":"13517","addressRegion":"Harjumaa","addressCountry":"EE"},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/roccadent.ee\/en\/complaint-resolution-procedure\/#local-main-organization-logo","url":"https:\/\/roccadent.ee\/wp-content\/uploads\/2023\/04\/favicon.svg","contentUrl":"https:\/\/roccadent.ee\/wp-content\/uploads\/2023\/04\/favicon.svg","width":15.33,"height":15,"caption":"Rocca Dent"}]},"geo.placename":"Tallinn","geo.position":{"lat":"59.4215566","long":"24.6477757"},"geo.region":"Estonia"},"_links":{"self":[{"href":"https:\/\/roccadent.ee\/en\/wp-json\/wp\/v2\/pages\/17774","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/roccadent.ee\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/roccadent.ee\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/roccadent.ee\/en\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/roccadent.ee\/en\/wp-json\/wp\/v2\/comments?post=17774"}],"version-history":[{"count":0,"href":"https:\/\/roccadent.ee\/en\/wp-json\/wp\/v2\/pages\/17774\/revisions"}],"wp:attachment":[{"href":"https:\/\/roccadent.ee\/en\/wp-json\/wp\/v2\/media?parent=17774"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}