General Principles
- We only respond to non-anonymous complaints.
- Complaints are addressed exclusively to the person who received treatment at Mikroravi Dental Clinic (except in cases provided by law).
- If a complaint arises, the responsible department employee must be informed.
- The clinic’s director is always notified of submitted complaints.
- All complaints and statements are registered and stored in the reception area in a designated folder.
- Written (electronic) complaints will be answered within 10 working days.
Complaint Registration
- All complaints and responses are recorded and archived at the reception.
Processing Written (Electronic) Complaints
- Depending on the nature of the complaint, it is forwarded to the responsible employee, who may initiate an internal investigation or provide an immediate response.
- The responsible employee gathers statements from the involved staff and organizes a discussion with management representatives (director, head nurse, responsible employees).
- After the discussion, a response is prepared and sent to the complainant via registered mail or electronically. If necessary, the complainant may be invited to participate in the discussion.
- The responsible employee informs the complainant about the option to contact the Ministry of Social Affairs’ Healthcare Quality Commission or the Estonian Health Insurance Fund.
Submitting Complaints
Mikroravi Dental Clinic OÜ
info@mikroravi.ee | (+372) 6 669 669
Estonian Health Insurance Fund
info@tervisekassa.ee | (+372) 669 6630
Health Board
info@terviseamet.ee | (+372) 794 3500
Healthcare Quality Expert Commission of the Ministry of Social Affairs
info@sm.ee