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The Dental Complaints Policy serves as a crucial governance document for dental practices operating in New Zealand's regulated healthcare environment. This policy is designed to ensure compliance with the Health and Disability Commissioner Act 1994, the Health Practitioners Competence Assurance Act 2003, and other relevant legislation while providing a clear framework for handling patient concerns. The document is essential for dental practices of all sizes seeking to maintain high standards of patient care and professional practice. It outlines comprehensive procedures for complaint handling, from initial receipt through to resolution, incorporating requirements for documentation, privacy protection, and continuous improvement processes. The policy should be regularly reviewed and updated to reflect any changes in legislation or best practices in the New Zealand dental healthcare sector.

1. Purpose and Scope: Outlines the policy's objectives and its application within the dental practice

2. Policy Statement: Clear statement of the practice's commitment to handling complaints fairly and effectively

3. Definitions: Defines key terms used throughout the policy including 'complaint', 'complainant', 'serious complaint', and 'resolution'

4. Rights and Responsibilities: Outlines patient rights under the Code of Health and Disability Services Consumers' Rights and staff responsibilities

5. Complaint Submission Process: Details how patients can submit complaints, including various channels and required information

6. Assessment and Classification: Explains how complaints are assessed and categorized based on severity and type

7. Investigation Procedures: Details the step-by-step process for investigating complaints

8. Resolution Process: Describes various resolution methods and timeframes for complaint handling

9. Documentation Requirements: Specifies how complaints and their resolution must be documented and stored

10. Privacy and Confidentiality: Outlines how patient privacy is maintained throughout the complaints process

11. Reporting and Quality Improvement: Describes how complaint data is used for service improvement