{"id":4244,"date":"2018-10-10T22:26:38","date_gmt":"2018-10-10T19:26:38","guid":{"rendered":"https:\/\/maxilla.ee\/?page_id=4244"},"modified":"2026-11-03T13:23:54","modified_gmt":"2026-11-03T11:23:54","slug":"complaints","status":"publish","type":"page","link":"https:\/\/maxilla.ee\/en\/complaints\/","title":{"rendered":"Complaints"},"content":{"rendered":"

Complaints Handling Procedure at Maxilla Dental Clinic<\/h2>\n

Effective from 1 January 2025<\/em><\/p>\n

 <\/p>\n

At Maxilla Dental Clinic, every patient\u2019s experience matters. Our aim is to provide high-quality dental care in a friendly and safe environment, but we understand that things may not always go as expected. Patient feedback, both compliments and complaints, helps us improve our work and continuously develop the quality of our services.<\/p>\n

This procedure describes how to submit suggestions or complaints to Maxilla Dental Clinic, how we handle them, and the timeframe within which you can expect to receive a response. It also provides information on the authorities and organisations you have the right to contact if you are not satisfied with our response.<\/p>\n

 <\/p>\n

Types of Complaints and Complaints Handling Procedure<\/h2>\n

Verbal Complaint<\/b><\/h3>\n

All clinic staff are required to address issues relating to complaints within the scope of their competence. If the issue is resolved immediately during a conversation, no further action is required. If the issue cannot be resolved verbally within the competence of the staff, the patient must submit a formal written complaint.<\/p>\n

 <\/p>\n

Formal (Written) Complaint<\/b><\/h3>\n

Formal complaints include written complaints submitted on paper or electronically that require more extensive investigation. A complaint submitted on paper must bear the complainant\u2019s handwritten signature, while an electronic complaint must be digitally signed.<\/p>\n

By submitting a complaint, the patient gives Maxilla Dental Clinic consent to access, for the purposes of resolving the complaint, all health data concerning the patient that are held by the clinic<\/strong>, including data relating to appointments and treatment that took place before the complaint was submitted.<\/p>\n

A formal complaint must include:<\/strong><\/p>\n