The basis for resolving and responding to complaints and proposals is the Response to Memoranda and Requests for Explanations and Submission of Collective Proposals Act, passed by the Parliament on 10 November 2014.
SUBMISSION OF COMPLAINTS AND SUGGESTIONS
Complaints and suggestions must be submitted in writing.
In order to process a complaint and a proposal, it must state:
The complaint and the proposal may describe the problem in free form.
The complaint and proposal can be sent by post to Veerenni 51, 10138 Tallinn or by e-mail to email@example.com or forwarded on paper to the reception of the Spordimeditsiini SA on all working days between 9.00 and 17.00.
SETTLEMENT OF COMPLAINTS AND SUGGESTIONS
The complaint and proposal shall be answered promptly in a manner appropriate to the submitter, but not later than within 30 calendar days of its registration.
Complaints and suggestions will not be processed in the following cases:
Complaints and proposals are processed by a member of the board or the administration.
If the complaint or proposal is understandable and substantiated, it shall be given to the relevant employee or employees of the Spordimeditsiini SA for inspection and consideration.
If necessary, specialists in the respective field will be involved in resolving the complaint.
Reasoned complaints and suggestions shall be taken into account as far as possible in the organization of the work of the agency and in the preparation of action plans.
If the authority considers that it is not within its competence to consider, respond to, or provide the requested information and explanation, it shall inform the person and designate the authority or body that may have jurisdiction over the matter.
The authority reserves the right to invite the patient for further investigation in connection with the complaint. Refusal of a study can be considered as a patient’s fear that the complaint is unfounded.
If the complainant is not satisfied with the solution provided by Spordimeditsiini SA, the complainant has the opportunity to apply to:
The procedure for resolving complaints of the Spordimeditsiini SA is reviewed once a year and if necessary, changes are made to increase patient satisfaction.