Index
Acknowledgement 7 Apology 5, 12 Approach 7, 11 Audit trail 9 Complaint file 9 Complaints manager/officer 6, 9 Dental Complaints Service 10 Definition 4 Feedback 13 Formal complaint 7 Identifying a complaint 7 Investigation 6, 8 Listening skills 7, 11 NHS complaints procedures 6, 7 Outcomes 5 Practice complaints procedures 6, 7 Procedures 6 Record keeping 9 Registering a complaint 7 Response 8 Scottish Public Services Ombudsman 6 Service delivery 13 Timescales 5, 7
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