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Complaints policy & procedures

At Dental Holiday, our utmost priority is ensuring the satisfaction of all our patients. We take complaints seriously and handle them courteously and efficiently, aiming to resolve any issues that may arise promptly.

Our Vision, Values and Mission

At Dental Holiday in Slovakia, we are committed to ensuring our patients’ satisfaction by consistently aiming to meet your care and service expectations. Recognizing that issues may emerge, we address them without delay, effectively, and with utmost respect. Each complaint is handled with the utmost confidentiality and is viewed as a chance to refine our services.

Should you have any concerns regarding the care or service you have received, please inform us without hesitation. We welcome verbal and written complaints, enabling us to address your concerns promptly.

Our Patient Coordinator doubles as the Complaints Manager and will be your primary contact during the complaints process. We endeavour to address verbal complaints within a day if feasible. An acknowledgement will be dispatched for written complaints within three working days, followed by a comprehensive response as soon as possible.

Complaints can be mailed to our Slovak address: Smile Clinic, Teplicka 84, Piešťany 92101, or you can call us at +421 949 007 179, or contact us through our contact portal.

If the Complaints Manager is unavailable, your complaint will be documented, and a meeting will be scheduled at a convenient time for both parties. Rest assured, all the details of your grievance will remain strictly confidential. Should the inquiry extend longer than anticipated, you will be updated every ten working days.

Upon completion of the investigation, we will notify you of the results in writing and invite you for a discussion regarding the findings and potential solutions. This might encompass re-administering the treatment or suggesting further treatments, among other suitable measures.

Your insights, feedback, and complaints are invaluable to us, guiding our continuous service improvement. If our response to your complaint is unsatisfactory, you have avenues for escalation.

If our resolution doesn’t meet your expectations, you can contact the Slovak Dental Chamber within 12 months of the treatment or 12 months of recognizing the issue.

Contacts

You can communicate with the Slovak Dental Chamber at +421 2 4820 4072 or by exploring their website at SKZL.sk

Additionally, the Patient Ombudsman of Slovakia, overseeing private and national dental care services, can be reached at +421 2 5933 0247. They can enforce corrective measures against providers not meeting standards and might offer guidance.

The Slovak Ministry of Health, responsible for regulating dental professionals, can be approached via their online form at the Slovak Ministry of Health’s website. Further contact can be made through email at [provide the email address] or by phone at +421 2 5978 0111, should you need to register a complaint.