{"product_id":"patient-complaint-feedback-management-policy-2026","title":"Patient Complaint \u0026 Feedback Management Policy 2026","description":"\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eA Complete Policy and Procedure for Receiving, Documenting, Investigating, and Resolving Patient Complaints in an Australian Dental Practice\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003c\/div\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eEvery dental practice will receive a patient complaint at some point. A patient who feels their concern was heard, taken seriously, and resolved fairly is far more likely to remain a loyal patient than one whose complaint was dismissed or ignored. A complaint handled poorly, however, can escalate — to a negative Google review, a formal AHPRA notification, a Health Complaints Commissioner referral, or a legal claim. The difference between those two outcomes is almost always process.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eThe \u003cstrong\u003ePatient Complaint \u0026amp; Feedback Management Policy 2026\u003c\/strong\u003e is a complete policy and procedure for receiving, documenting, investigating, and resolving patient complaints in an Australian dental practice — covering the 6-step investigation process, AHPRA mandatory notification obligations, state-by-state Health Complaints Commissioner contacts, three ready-to-use response letter templates, and a complaint register. Every team member will know exactly what to do when a complaint is received — and the practice will have the documentation to demonstrate a fair and professional process if the complaint is ever escalated externally.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eThe policy is structured across 6 parts:\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 1 — Policy Statement and Purpose:\u003c\/strong\u003e Why this policy exists, the practice's commitment to fair complaint handling, scope, and key definitions including the distinction between a complaint and a mandatory notification concern.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 2 — Receiving and Acknowledging a Complaint:\u003c\/strong\u003e How complaints are received across all channels — in person, telephone, email, letter, and online review — with the right approach for every team member and acknowledgement timeframes.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 3 — Investigation and Resolution:\u003c\/strong\u003e The complete 6-step investigation process from recording the complaint through to communicating the outcome, with resolution timeframes for service and clinical complaints.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 4 — AHPRA and Health Complaints Commissioner Obligations:\u003c\/strong\u003e Plain-language explanation of mandatory notification obligations, what constitutes notifiable conduct, and the state-by-state contacts for every Health Complaints Commissioner in Australia.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 5 — Response Letter Templates:\u003c\/strong\u003e Three ready-to-use templates — complaint acknowledgement letter, complaint outcome letter (with three outcome options), and a response to a negative online review.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 6 — Complaint Register and Continuous Improvement:\u003c\/strong\u003e A ready-to-use complaint register, quarterly review framework, and annual policy review record.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eWho this is for:\u003c\/strong\u003e Practice Managers who want a documented, consistent complaint handling process that every team member can follow. Practice Owners who want confidence that complaints are being managed professionally, confidentially, and in a way that meets AHPRA and Health Complaints Commissioner requirements. Any practice that currently handles complaints informally or inconsistently — and wants a better system before the next complaint arrives.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e📄 Format: 10-page editable Microsoft Word document (.docx) — complete the practice-specific fields and the policy is ready to implement immediately. The response letter templates are ready to customise for each individual complaint. General guidance only — not legal advice. For complaints involving potential clinical negligence, AHPRA mandatory notification obligations, or threatened legal action, notify your professional indemnity insurer and seek legal advice immediately.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e⬇️ Instant digital download — available immediately after purchase\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e🦷 Built for Australian dental practices — references the Health Practitioner Regulation National Law, AHPRA Code of Conduct, and every state and territory Health Complaints Commissioner\u003c\/div\u003e\n\u003c\/div\u003e\n\u003c\/div\u003e\n\u003c\/div\u003e","brand":"Resolve Dental Consultancy","offers":[{"title":"Default Title","offer_id":54085841453420,"sku":null,"price":29.0,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0988\/9657\/6876\/files\/lifestyle_receptionist_patient_ce6dd3c9-0deb-45bd-a20d-8011fca72264.jpg?v=1778746887","url":"https:\/\/www.resolvedentalconsultancy.com.au\/products\/patient-complaint-feedback-management-policy-2026","provider":"Resolve Dental Consultancy","version":"1.0","type":"link"}