Providing feedback
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 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.
If you are not satisfied with the clinic's response or proposed solution, you can contact the Health Service Quality Expert Commission (TKE), which operates under the Ministry of Social Affairs. You have to send the application to TKE by post or digitally signed email. The commission is authorized to assess the provided healthcare service and make recommendations to the healthcare facility, but it cannot compel a doctor or healthcare institution to compensate for damage caused by an error.
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
Phone: 612 1200
E-mail: hambapol@hambapol.ee
Expert committee for the quality of health services (gives an independent assessment of the substantive quality of the health service provided to the patient)
Tervishoiuteenuste kvaliteedi eksperdikomisjon
Sotsiaalministeerium
Gonsiori 29, 15027 Tallinn
E-mail: info@sm.ee
Central office of the Health Insurance Fund (monitors the performance of the contract between the Health Insurance Fund and the health service provider)
Tervisekassa
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)
Terviseamet
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)
Eesti Patsientide Esindusühing
Kaupmehe 14, 10114 Tallinn
Phone: 656 6429
E-mail: epey@epey.ee