Complaint Procedure at Kadrioru Plaza Hambakliinik
1. Submitting a complaint
1.1 Complaints can only be submitted in writing.
1.2 The application must include:
- the name of the complainant or their representative,
- the reason for the complaint,
- specific demands,
- contact details.
1.3 The complaint or issue can be described in free form.
1.4 A written complaint, suggestion, or thank-you can be submitted:
- by email: info@kphk.ee,
- by post: Vesivärava 50, 2-13, 10152 Tallinn, Estonia,
- in person: to the reception, attending doctor, or clinic manager.
2. Verbal complaints
2.1 A verbal complaint can be submitted directly to the specialist if:
- no written response is required,
- it can be resolved immediately on site,
- no further investigation is needed.
3. Anonymous complaints
3.1 Anonymous complaints are not processed.
3.2 If the anonymous complaint is clear and justified, it will be forwarded to the responsible specialist for review.
4. Complaint handling
4.1 All written complaints will receive an official response no later than 30 calendar days from the date of receipt.
4.2 The clinic reserves the right to invite the patient for an interview and additional examination.
4.3 Refusing a personal meeting may be interpreted as the patient’s doubt about the validity of their own complaint.
4.4 Complaints are reviewed by the clinic manager or their appointed representative, together with responsible specialists.
5. Importance of feedback
5.1 All suggestions, thanks, and complaints are taken into account when organizing the clinic’s work and planning improvements.
6. Complaint contacts
Kadrioru Plaza Hambakliinik
📧 info@kphk.ee
📞 (+372) 641 2020
Estonian Health Insurance Fund (Eesti Haigekassa)
📧 info@haigekassa.ee
📞 (+372) 669 6630
Health Board (Terviseamet)
📧 info@terviseamet.ee
📞 (+372) 794 3500
Expert Committee on Health Services, Ministry of Social Affairs
📧 info@sm.ee
📞 (+372) 794 3500
