Feedback – your contribution to our service quality
Every patient’s experience matters.
A patient of Tallinna Hambakliinik can provide feedback regarding:
- the medical service provided to them,
- a personal medical device made for them (dental prosthesis, orthodontic appliance, aligner, etc.),
- the behaviour of medical or other personnel,
- patient safety incident.
Tallinna Hambakliinik only processes feedback submitted in writing via email at tagasiside@hambapol.ee .
Patients has the right and option to turn to other appropriate institutions.
If you are not satisfied with the conditions of the clinic or the behaviour of the staff, please give us feedback first. To do this, you can also fill in the form on site. The mailbox for statements and suggestions is located in the lobby of the dental clinic, next to the cloakroom.
When submitting a written statement, it must be clearly and comprehensibly formulated and contain the patient’s given name and surname, personal identification code and contact details.
The feedback provider will receive a written response within 30 business days from the date the complaint is registered.
A patient safety incident
A patient safety incident is reported using the patient safety incident registration form..
Feedback is not responded to in the event of:
- a repeated appeal, which has already been thoroughly answered by the clinic;
- personal threats and insults about clinic staff;
- the purpose of patient feedback is unclear to the clinic.
In accordance with the Law on Mandatory Liability Insurance for Healthcare Service Providers, Tallinna Hambakliinik has concluded a mandatory liability insurance contract. The insurer is PZU Kindlustus (AB „Lietuvos draudimas“ branch in Estonia). The insurance coverage period is from 21.11.2024-20.11.2025.
The insurance sum is €3,000,000 for the entire insurance period, up to €300,000 per insurance event, and up to €100,000 per insured person. The insurance sum for non-material damage is up to €100,000 per insurance event and up to €30,000 per insured person.
To file a claim, please fill out the form in the PZU Kindlustus self-service (https://www.pzu.ee/iseteenindus/) and the insurer will contact you.
The patient has recourse to the court to resolve disputes arising on the basis of the contract for the provision of health services.
Contact details of institutions that can be contacted
SA Tallinna Hambakliinik (health service provider)
Toompuiestee 4b, 10142 Tallinn
Telefon +372 612 1200
E-mail hambapol@hambapol.ee
The Health Insurance Fund (monitors the performance of the contract between the Health Insurance Fund and the health service provider)
Lastekodu 48, 10113 Tallinn
Information phone number: 16 363
E-mail info@tervisekassa.ee
Health Board (monitors and assesses the adequacy of provision of health services, i.e. compliance with legislation)
Paldiski mnt 81, 10617 Tallinn
E-mail kesk@terviseamet.ee
Estonian Representative Association of Patients (organisation for the protection of the interests of consumers of social and health services)
Kaupmehe 14, 10114 Tallinn
Telefon 656 6429
E-mail epey@epey.ee
