Our greatest wish is that all the patients of the Ovumia Tallinn clinic will be satisfied with our service and as a result of our joint work, the long-awaited children in the family will be born. However, if there are any misunderstandings, please let us know so that we can improve ourselves and improve the quality of the service.
PROCEDURE FOR SETTLEMENT OF DISPUTES ARISING FROM THE QUALITY OF HEALTHCARE SERVICES
1. Disputes arising from the quality of health care services are reviewed by the Management Board of Ovumia Tallinn/Nova Vita Kliinik AS together with the treating doctor.
2. The complaint shall be submitted in a clearly legible letter and handed over in person or forwarded by post, fax or e-mail to the name of the Board of Ovumia Tallinn / Nova Vita Clinic at AH Tammsaare tee 47, 11316 Tallinn, fax 605 9608, e-mail address: info@ovumia.ee
3. Complaints must include:
- the given name and surname of the person and the name of the person in whose name the complaint is filed if the complaint is filed in the name of another person;
- the postal address or other contact details of the complainant;
- a precise description of the content of the complaint and the circumstances on which the complaint is based;
- if available, the documents on which the complainant bases his complaint.
4. The complaint shall be signed by the complainant or a person authorized by him or her. In the case of authorization, the complaint shall indicate the data of the person in whose interest the complaint is submitted and a simple power of attorney shall be attached. The complaint shall be accompanied by documentary evidence (if any)
5. The Management Board of Ovumia Tallinn /Nova Vita Kliinik AS, together with the treating physician, shall review the complaint and verify the circumstances presented in the complaint within 14 working days as of the receipt of the complaint.
6. The management board of Ovumia Tallinn /Nova Vita Kliinik AS refuses to review the complaint if:
- the complaint is anonymous
- the complaint is vaguely worded and incomprehensible;
- no complaint has been filed regarding the quality of medical services;
- a judgment has entered into force in the same case;
- more than 5 years have elapsed since the provision of the treatment complained of.
7. The Management Board of Ovumia Tallinn /Nova Vita Kliinik AS shall notify the complainant in writing of the refusal to review the complaint together with the reasons therefor.
8. Oral misunderstandings will be resolved at the clinic on site, involving the management of Ovumia Tallinn /Nova Vita Kliinik AS and the treating physician or other service personnel in the negotiations, as appropriate.
CANCELLATION OF THE VISIT AND PROCEDURE FOR NON – VISIT
- If the booked appointment is changed, the patient will be offered a new time according to the general order.
- If you do not show up for a doctor’s visit or cancel the visit in less than 24 hours, the Ovumia Tallinn clinic has the right to charge the patient a missed referral fee for the next visit *
- Ovumia Tallinn clinic has the right to refuse to book and accept a new appointment if the patient has not visited the appointment and has not paid for the missed visit.
* § 70.(6)If the patient terminates a contract for provision of health services less than 24 hours before the time agreed upon for the provision of the health service or fails to appear at the place of performance of the contract by the time agreed for the provision of the service, the provider of the health service will have the right to charge the double visit fee from the patient upon performance of the next contract for the health service. [RT I 2002, 62, 377 ]
