Terms for Processing Complaints

The purpose of this complaint and suggestion resolution procedure is to collect information about the quality of services at the Näo-lõualuukirurgia Keskus OÜ, ensure patient satisfaction, and facilitate the prompt review and resolution of complaints and suggestions.

A complaint can be submitted in writing at the reception or via email to info@kirurgiakeskus.ee. All complaints are registered.

The center’s staff has the right to resolve complaints within their competence.

The complaint must include the patient’s name, personal identification code, phone number, email, date, details of the complaint, and the desired resolution.

The complainant will be informed of the receipt of the complaint within two working days. A more detailed response will be provided as soon as possible but no later than 30 days from the date of receipt.

The complainant will be informed of the resolution via email or, upon request, by mail to the address provided.

Complaints will not be responded to if:

• The identity of the complainant cannot be determined.
• The complainant has not provided contact details.
• The complainant is legally incapacitated, has a court-appointed guardian, and the complaint was submitted without the representative’s prior consent.
• The complainant has explicitly stated that they do not wish to receive a response.
• The complaint or suggestion is illegible or incomprehensible.
• Responding would require significant changes to the institution’s operations, hinder its public duties, or result in unreasonable costs.

Documents collected during the complaint process will be stored in accordance with applicable laws.

If the complainant is not satisfied with the resolution, they have the right to contact the Health Insurance Fund (Tervisekassa) or the Health Board (Terviseamet).

HEALTH INSURANCE FUND (TERVISEKASSA)
Email: info@tervisekassa.ee

HEALTH BOARD (TERVISEAMET)
Email: info@terviseamet.ee