Complaints Procedure

At Tureberg Tandvård & Medicine Center, we take complaints very seriously and strive to ensure that all our patients are satisfied with their experience of our services. When patients raise concerns or complaints, we handle them courteously and promptly to resolve the matter as quickly as possible. This procedure is designed to achieve these objectives.

Our goal is to respond to complaints in the way we would want our own complaints to be handled. We learn from every mistake and address patients’ concerns with care and sensitivity.

Handling Complaints

The person responsible for handling complaints about the services we provide is Dr Sia Radmand, Director.

• If a patient complains in person or by telephone, we will listen to their concerns and offer to refer them to Dr Sia Radmand immediately. If he is not available at the time, the patient will be informed when they can speak to him, and arrangements will be made accordingly. The staff member will take brief details of the complaint and pass them on to Dr Sia Radmand.
• If the patient complains in writing or by email, the complaint will be forwarded immediately to Dr Sia Radmand.
• If the complaint is about clinical care or associated charges, it will normally be referred to the treating dentist, unless the patient prefers otherwise.

Our Process for Resolving Complaints

1. Acknowledgment: We will acknowledge the patient’s complaint in writing within three working days and include a copy of this complaints procedure.
2. Investigation: We aim to investigate the complaint within ten working days of receipt. During this time, we will provide an explanation of the circumstances that led to the complaint. If the patient prefers not to meet in person, we will attempt to discuss the matter over the telephone.
3. Delays: If we are unable to complete the investigation within ten working days, we will notify the patient, explain the reasons for the delay, and provide an estimated timeframe for resolution.
4. Conclusion: Once the investigation is complete, we will confirm our decision in writing.

Record-Keeping

We maintain proper and comprehensive records of all complaints received, as well as any actions taken to improve our services as a result.

If You Are Not Satisfied

If you are not satisfied with the outcome of our complaints procedure, you may escalate your complaint to the following authorities:

1. Swedish Health and Social Care Inspectorate (IVO)
   – Address: Box 2107, 750 02 Uppsala, Sweden
   – Telephone: 0771-244 000
   – Website: www.ivo.se
2. Swedish Dental Association (Sveriges Tandläkarförbund)
   – Address: Box 5844, 102 48 Stockholm, Sweden
   – Telephone: 08-451 10 00
   – Website: www.tandlakarforbundet.se
3. Swedish Data Protection Authority (Integritetsskyddsmyndigheten, IMY)
   – Address: Box 8114, 104 20 Stockholm, Sweden
   – Telephone: 08-657 61 00
   – Website: www.imy.se

Our Commitment

We are committed to providing high-quality care and services to all our patients. Your feedback helps us improve, and we appreciate the opportunity to address any concerns you may have.

For further information or to submit a complaint, please contact:

• Dr Sia Radmand, Director
• Email: [email protected]
• Telephone: 070 939 74 41
• Address: Anhaltsvägen 23, 191 40 Sollentuna Tureberg, Sweden