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Rules for maintaining a waiting list

1. The rules for maintaining a waiting list of SA Tallinna Hambakliinik establish the rules for the availability of dental services and maintaining a waiting list in accordance with the Health Services Organisation Act, the requirements for the accessibility of health services and for maintaining waiting lists established by the Minister of Social Affairs, and the contract for payment for health services entered into with the Estonian Health Insurance Fund.

2. SA Tallinna Hambakliinik maintains a waiting list, i.e. the list of persons waiting to receive health services, electronically. 

3. A customer service representative, a physician or an employee with access rights registers the patient in the information system.

4. Patients are registered in the waiting list based on their requests on site and over the phone during the clinic’s opening hours.

4.1 In addition, the patient can also book appointments through electronic channels. Registration requests received by e-mail or via the booking form on the website will be responded to by e-mail as soon as possible, but no later than within 24 hours after receiving the registration request.

5. When a patient registers for a visit, they are informed of the date and time of the appointment and the name of the physician. Where necessary, the location of the clinic and the customer service phone number are included. 

6. In order to provide scheduled dental services, the patient is registered at the first available appointment that is suitable for them.

7. Health services financed by the Health Insurance Fund are provided to insured persons under the age of 19 on the basis of a scheduled waiting list, taking into account the number of treatment cases and the volume of financial resources of the Health Insurance Fund agreed for the period.

8. The maximum permitted lengths of the waiting list for scheduled dental care for insured persons under the age of 19 approved by the decision of the supervisory board of the Health Insurance Fund are:

  • one week for chronic pulpitis;
  • two months for simple dental caries and chronic periodontitis;
  • nine months for orthodontic services.

9. Dental first aid (including emergency care) is provided during the clinic’s opening hours.

9.1 In case of pain or any other problem requiring urgent intervention, the patient is registered for an appointment of first aid immediately or as soon as possible, but no later than within 24 hours.

9.2 On weekends and public holidays, dental first aid services are provided on the basis of the live queue of incoming patients, and in exceptional cases, care is provided as needed.

10. The procedure for maintaining a waiting list for scheduled orthodontic treatment is based solely on the dentist’s referral, which is issued by the dentist referring the patient to the clinic.  

11. The clinic’s patients are referred to orthodontic services by the clinic’s dentists who have undergone specialist training and who, in addition to the examination, also carry out the necessary diagnostic tests, the results of which are available to the clinic’s orthodontists.

12. In the case of patients referred by other clinics, the availability of a digital referral and the results of diagnostic tests is a prerequisite for registration in the waiting list.

13. To register a patient in the waiting list, the referral must include the following information:

  • Patient’s name
  • Personal identification code
  • Information about the current condition of the mouth
  • Confirmation of the reconstruction of the oral cavity 
  • Presumptive diagnosis
  • Name of the referring physician
  • Chronic and acute diseases, traumas, medicinal products

In addition to the referral, the following examination results must be available digitally:

  • Panoramic view of the patient
  • Frontal view with the mouth minimally open, showing the incisal edges of the front teeth
  • Lateral photo from the right
  • Lateral photo from the left
  • Photo of the upper arch with a mirror
  • Photo of the lower arch with a mirror

Three photos outside the mouth:

  • Direct view
  • Direct view with a smile
  • Photo of the facial profile showing the patient’s posture

14.  If the presumed diagnosis is among the paid diagnoses listed by the Estonian Health Insurance Fund on their website, the patient is registered in the waiting list for orthodontic services.

15.  When registering a patient in the waiting list, the following information is entered in the information system regarding the patient:

  • Given name and surname
  • Personal identification code or, in its absence, date of birth
  • Scheduled appointment time
  • Contact details
  • Additional notes and comments where necessary

16.  Making changes in the waiting list is permitted only with the patient’s approval. The log data of the changes made is recorded automatically by the information system.

17.  A patient who has cancelled their appointment is deleted from the waiting list.

18.  If the waiting list changes due to an unexpected absence of the physician on the date of the appointment, the patient is called or sent an SMS at the earliest opportunity.

18.1 If the waiting list changes due to a change in appointment times (physician’s schedule) or for another reason, the customer service representative or nurse will inform the patient by phone or e-mail within one working day at the latest.

19.  The information system automatically sends an SMS reminder two days prior to the scheduled appointment to a patient who has provided a valid mobile phone number and has requested an SMS notification.