Purpose
MEDIJENNA values feedback and treats complaints as part of patient safety and quality improvement. A complaint is free and confidential and must not result in less favourable treatment. It does not remove any other legal remedy.
How to contact us
General feedback or a complaint may be sent:
- by email: info@medijenna.ee;
- at the service location by prior arrangement.
Do not send health data, discharge summaries, test results, national ID codes or photographs by ordinary email. Use a secure channel approved by MEDIJENNA. Secure-channel instructions: täpsustamisel before appointments open.
Information to include
Where possible include the patient's name and a safe reply contact, service date or booking reference, a clear description, the outcome sought, and relevant documents through a secure channel. Anonymous feedback is considered, but verification and a personal response may be impossible. A representative may be asked to prove authority.
Procedure and response time
MEDIJENNA records the submission, investigates impartially and limits access to persons needed for resolution. Further information may be requested.
A written complaint is generally answered no later than 15 days after receipt. If an expert opinion, documents or further investigation are needed, MEDIJENNA will state the reason and a new reasonable deadline within the first 15 days.
Where possible the reply includes the facts established, MEDIJENNA's position, corrective action and escalation options. MEDIJENNA may verify identity before disclosing substantive information.
Healthcare provider liability insurance claim
If a patient believes that avoidable damage to health was caused during healthcare, a claim may be sent directly to MEDIJENNA's healthcare provider liability insurer once cover is effective.
Insurer: täpsustamisel. Policy number: täpsustamisel. Claim instructions and contact: täpsustamisel.
As a general rule, the insurer should be notified within four weeks from when the patient learned or should have learned of the alleged avoidable damage. The period may be restored for a compelling reason under the law. A complaint to MEDIJENNA may be made regardless of an insurance claim.
If the patient disagrees with the insurer's decision, they may apply to the conciliation committee at Terviseamet or a court under the applicable procedure.
Other authorities
Depending on the issue, the patient may contact:
- Terviseamet: https://www.terviseamet.ee;
- Estonian Data Protection Inspectorate: https://www.aki.ee;
- Tervisekassa: https://www.tervisekassa.ee;
- TTJA and, if competent, the Consumer Disputes Committee: https://ttja.ee;
- an Estonian court.
The external body determines its own competence. MEDIJENNA does not prevent a patient from approaching a competent authority.