Complaints Handling Procedure at Maxilla Dental Clinic

Effective from 1 January 2025

 

At Maxilla Dental Clinic, every patient’s experience matters. Our aim is to provide high-quality dental care in a friendly and safe environment, but we understand that things may not always go as expected. Patient feedback, both compliments and complaints, helps us improve our work and continuously develop the quality of our services.

This procedure describes how to submit suggestions or complaints to Maxilla Dental Clinic, how we handle them, and the timeframe within which you can expect to receive a response. It also provides information on the authorities and organisations you have the right to contact if you are not satisfied with our response.

 

Types of Complaints and Complaints Handling Procedure

Verbal Complaint

All clinic staff are required to address issues relating to complaints within the scope of their competence. If the issue is resolved immediately during a conversation, no further action is required. If the issue cannot be resolved verbally within the competence of the staff, the patient must submit a formal written complaint.

 

Formal (Written) Complaint

Formal complaints include written complaints submitted on paper or electronically that require more extensive investigation. A complaint submitted on paper must bear the complainant’s handwritten signature, while an electronic complaint must be digitally signed.

By submitting a complaint, the patient gives Maxilla Dental Clinic consent to access, for the purposes of resolving the complaint, all health data concerning the patient that are held by the clinic, including data relating to appointments and treatment that took place before the complaint was submitted.

A formal complaint must include:

  • the complainant’s first name and surname;
  • contact details (address, telephone number, email address);
  • the circumstances giving rise to the complaint;
  • a clearly stated request or desired outcome;
  • whether the complainant wishes to receive a response and the preferred method of communication.

If the complaint is submitted by a representative of the patient, a power of attorney or the patient’s written consent must be enclosed.

Formal complaint handling process:

  1. The complaint is registered in the clinic’s register of suggestions and complaints.
  2. The person authorised to handle complaints initiates an investigation into the circumstances of the complaint. During the investigation, the authorised person will, where necessary, obtain written explanations from staff members involved in the complaint and discuss the case with them. The authorised person will also review the health data necessary for resolving the case, including entries in the patient’s medical record, radiological examinations (X-rays, 3D imaging, etc.) and other documents relating to the case. Where necessary, an authorised employee of AS Maxilla may request additional information from the Health Portal.
  3. A written response to the complaint will be provided within 20 working days of the complaint being registered.
  4. If the circumstances of the complaint cannot be clarified within the specified timeframe, the complainant will be notified in writing and a new reasonable deadline will be agreed.
  5. All documents relating to the complaint (correspondence, written explanations, information concerning persons involved in the complaint) and a summary of the measures taken to resolve the complaint will be documented together with the complainant’s personal data.

 

Where to Submit a Complaint

Maxilla Dental Clinic

In the event of dissatisfaction or a complaint, the first point of contact should be the healthcare provider itself, i.e. Maxilla Dental Clinic. Each dental clinic has a designated person authorised to handle complaints.

A complaint may be submitted:

The Complaint Registration Form is available for download from the clinic’s website:
https://maxilla.ee/wp-content/uploads/2026/11/Kaebuse-esitamise-vorm-ENG.pdf

 

Health Board (Terviseamet)

If you have concerns regarding the quality of healthcare services or whether such services have been provided in accordance with the law, you may contact the Health Board, which supervises the provision of healthcare services.

Contact details:
Paldiski mnt 81, 10614 Tallinn
Telephone: 794 3500
Email: info@terviseamet.ee
Website: https://www.terviseamet.ee/en

 

Estonian Health Insurance Fund (Tervisekassa)

The Estonian Health Insurance Fund may be contacted regarding matters concerning the correct and justified use of health insurance benefits, including medical bills, appointment fees, dental care benefits and similar matters.

Contact details:
Liivalaia 36, 10132 Tallinn
Telephone: 669 6630
Email: info@tervisekassa.ee
Website: https://tervisekassa.ee/en

 

Insurer (Patient Insurance)

Since 1 November 2024, healthcare providers in Estonia have been required to hold mandatory liability insurance, also known as patient insurance. If a patient suffers avoidable harm to their health in the course of receiving healthcare services, the patient (or another entitled person) has the right to claim compensation from Maxilla Dental Clinic’s insurer. Notice of the claim must be submitted to the insurer within four weeks of becoming aware of the insured event.

The contact details of Maxilla Dental Clinic’s insurer and instructions for submitting a claim are available at the clinic and on the clinic’s website:
https://maxilla.ee/vastutuskindlustus/

If you disagree with the insurer’s decision, you may refer the matter to the Conciliation Committee operating under the Health Board (email: info@terviseamet.ee; postal address: Paldiski mnt 81, 10614 Tallinn).

 

Processing of Personal Data

By submitting a formal complaint, the patient authorises Maxilla Dental Clinic to permit those employees whose involvement is necessary for the substantive resolution of the complaint to access the patient’s personal data, including special categories of personal data (health data, details of appointments, treatment plans, etc.), insofar as such data may be necessary for the proper and substantive resolution of the complaint. Where necessary, an authorised employee of AS Maxilla may request additional information from the Health Portal.

All documents relating to the handling of a complaint (correspondence, written explanations, information concerning persons involved in the complaint, etc.) are treated as confidential in accordance with the General Data Protection Regulation (GDPR) and the Estonian Personal Data Protection Act.

 

Retention of Documents

Documentation relating to complaints is retained for seven (7) years.

 

Analysis of Complaints

Maxilla Dental Clinic analyses patient feedback and complaints at least once a year. The results of the analysis are used to improve the quality of services.

 

AS Maxilla