A patient of EST DENTAL dental clinic who is not satisfied with:

1. the medical service provided to them and/or
2. the conduct of the clinic’s staff,

has the right to contact the clinic’s management to obtain clarification, submit suggestions, or seek a resolution to the situation.

How to submit a complaint or suggestion

If you are dissatisfied or wish to make a suggestion, please submit a written application. The application can be drawn up on site at the clinic — our receptionist will provide you with paper and a pen — or sent to the email address info@estdental.ee.

The submission must include:

• the patient’s first and last name;
• personal identification code;
• contact details (phone, e-mail);
• a clearly and legibly stated description of the complaint or suggestion.

We will respond to written submissions (including those sent by email) within 10 working days whenever possible.

If our proposed solution does not satisfy you

If our response or the solution we propose does not satisfy you, you have the right to contact the clinic’s mandatory liability insurer — PZU Kindlustus. PZU independently reviews damage claims related to the provision of healthcare services and assesses each case on the basis of the insurance contract.

PZU Kindlustus E-mail: info@pzu.ee Phone: +372 622 4599 More information: https://pzu.ee/ariklient/tervishoiuteenuse-osutaja-kohustuslik-vastutuskindlustus/teave-kindlustusvotjale/

In addition, the patient has the right to apply to court to resolve disputes arising from the healthcare service contract.

Contacts of supervisory authorities

EST DENTAL / healthcare service provider V. Reimani 8, Tallinn Phone: +372 5196 5477; +372 5883 4773 E-mail: info@estdental.ee

Health Board (Terviseamet) — supervises compliance of healthcare service provision with legislation Paldiski mnt 81, 10617 Tallinn E-mail: kesk@terviseamet.ee

Estonian Health Insurance Fund, Harju Department (Tervisekassa) — verifies the fulfilment of the contract between the Health Insurance Fund and the healthcare service provider Lastekodu 48, 10144 Tallinn Information line: 669 6630 E-mail: info@tervisekassa.ee

Estonian Patient Advocacy Association (EPE) — an organisation protecting the interests of consumers of social and healthcare services Kaupmehe 14, 10114 Tallinn Phone: +372 656 6429 E-mail: epey@epey.ee