Procedure for the resolution of complaints

Procedure for the resolution of complaints at OÜ Haldja Hambaravi

Procedure

If a patient makes a critical comment or files a complaint, the employee who received the complaint fills in a special form for complaints and forwards it to the head of the institution.

If the complaint has been filed by phone, the person who took the call fills in the special form for complaints and forwards it to the head of the institution.

Complaints are submitted on a standard form, and placed into the folder of complaints and proposals. The head of the institution ensures the availability of the special forms for complaints and the preservation thereof in places previously agreed upon.

Review of complaints

The registration sheets of all received complaints and critical comments are entered into the register of complaints. All complaints that have been filed in the standard format are replied to within ten days as of the date when the complaint was filed.

The head of the institution independently prepares written responses in cases where it is not necessary to investigate the complaint separately or clarify the circumstances more thoroughly.

In other cases, the resolution of complaints is initiated. The head of the institution has the right to involve experts to handle complaints and form working groups. The manager of the treatment office signs responses to complaints.

Resolution of complaints

Complaints must be resolved in the following cases:

  • it is necessary to specify circumstances or investigate the complaint more thoroughly in order to give a response;
  • the person who filed the complaint wishes to receive a clarification in writing;
  • responding to the complaint requires the involvement of an expert.

The employee who is responsible for handling the complaint prepares a draft response and forwards it to the head of the institution within ten days. If the experts involved are of the opinion that the resolution of the complaint could take longer than ten days, the head of the institution is promptly notified thereof and a feasible term for the resolution of the complaint is agreed upon. Summaries of critical comments and complaints and proposals contained therein are discussed with the employee who was the subject of the complaint.

 

Feedback to the complainant

The head of the institution prepares a written response to the complainant within ten days as of the date when the complaint was filed. If the resolution of the complaint takes longer, the complainant is informed of the new term. The head of the institution organises the delivery of the response to the address provided by the complainant.

 

If you have complaints or proposals, you have the right to contact the head(s) of the following institution(s):

 

Haldja Hambaravi
Pärnu mnt 30, Märjamaa, 78301, Rapla County; e-mail: info@hambahaldjas.ee; telephone: 48 22 293/ 578 774 74

Pärnu Department of the Estonian Health Insurance Fund
Lai 14, Pärnu, 80010; e-mail: parnu@haigekassa.ee; secretary: 447 7666; general information: 16363

Pärnu County Government
Akadeemia 2, 80088 Pärnu; e-mail: mv@mv.parnu.ee; telephone: +372 447 9733

Health Board
Paldiski mnt 81, 10617 Tallinn; e-mail: kesk@terviseamet.ee; telephone: 69 43 500