General Terms of Service of Qvalitas
1. Parties
1.1. The General Terms of Service of Qvalitas Medical Centre regulate the mutual rights and obligations of the Customer and/or the Recipient of the Service and the Service Provider when providing the Services.
2. Definitions
2.1. Service means, for the purposes of the General Terms of Service, the Health Services provided by the Service Provider.
2.2. The Service Provider is, for the purposes of the General Terms of Service, Qvalitas Medical Centre and its employees (natural and legal persons).
2.3. The Customer is a legal or natural person who has expressed a wish to receive contractual services for the Recipients of the Service. The Customer and the Service Provider have entered into a Contract for the provision of Services. The Contract specifies the Recipients of the Service by name.
2.4. The Recipient of the Service is a natural person who has expressed a wish to receive Services as a private person or who receives Services under a Contract entered into with the Customer.
2.5. The Contract is a written agreement between the Customer and the Service Provider for providing the Services.
2.6. Health Service is the activity of the Service Provider to prevent, diagnose and treat illnesses, injuries or poisoning in order to alleviate a person’s complaints, prevent deterioration of his or her health or aggravate the disease and restore health. The Health Services provided by Qvalitas are listed on the website of Qvalitas (www.qvalitas.ee) and the list may change over time. The Health Services include, among other things, examinations, tests and the issue of health certificates.
2.7. Appointment means, for the purposes of the General Terms, the meeting of the employee of the Service Provider and the Recipient of the Service for the provision of the Services.
3. Implementation of General Terms
3.1. If the Customer or the Recipient of the Service expresses a wish to make an Appointment, the General Terms become effective, and by making the appointment, the Customer or the Recipient of the Service gives his or her consent to receive the Health Service.
3.2. The Customer or the Recipient of the Service makes the appointment either via the online booking system of the Service Provider for a visit to the occupational health doctor (www.bronn.qvalitas.ee), via the online booking system for a medical specialist visit (https://regi.qvalitas.ee /Veebiregistratuur/) or by phone using the contacts on the Service Provider’s website or at the Service Provider’s location.
4. Rights and Obligations of the Parties
4.1. The Recipient has the following rights:
4.1.1. Be actively involved in the treatment and health care process and be heard within the Appointment time;
4.1.2. Receive Services in accordance with the general requirements of medical and nursing science; if necessary, the Service Provider has the right to involve other specialists;
4.1.3. Receive Services at the Service Provider’s location, unless otherwise provided by the nature of the Service;
4.1.4. Review the documents prepared for the provision of the Service and receive copies of them according to the valid price list;
4.1.5. Contact the relevant supervisory authorities to assess the performance of the Service Provider;
4.1.6. If possible, and in agreement with the Service Provider, change the healthcare professional.
4.2. The Service Provider reserves the right to refuse to provide the Service if:
4.2.1. The Recipient of the Service is late to the Appointment;
4.2.2. The Recipient of the Service is intoxicated by alcohol and/or drugs or on sick leave;
4.2.3. The Customer or the Recipient of the Service has a debt to the Service Provider;
4.2.4. The Recipient does not agree to sign an informed consent page for performing procedures with increased risk;
4.2.5. The Customer or the Recipient wishes to receive a Service that is not scientifically justified;
4.2.6. The Customer or the Recipient wishes to receive a Service that results in a higher risk to one’s health than failure to provide the Service;
4.2.7. The Customer or the Recipient wishes to receive a Service that endangers the health of the employee of the Service Provider or a third party;
4.2.8. The Customer or the Recipient wishes to receive a Service for the provision of which the Service Provider has no license/competence;
4.2.9. The Customer or the Recipient violates the contractual obligations;
4.2.10. The Customer or the Recipient does not disclose the information necessary for the provision of the Service;
4.2.11. It is not possible for the employee of the Service Provider to communicate in a language understood by the Customer or the Recipient;
4.2.12. The Customer or the Recipient does not follow good communication practices;
4.2.13. Due to disagreement between the Customer or the Recipient and the Service Provider;
4.2.14. The Recipient arrives at the medical centre of the Service Provider with a pet.
4.3. The Service Provider has the right to postpone the provision of the Service in the following cases:
4.3.1. It is reasonable considering the Recipient’s health status;
4.3.2. Due to unforeseen work organisation problems (illnesses of the Service Provider’s staff, technical failures, supply difficulties) of the Service Provider;
4.3.3. Employees’ strike;
4.3.4. Other force majeure.
4.4. The Service Provider has the right to unilaterally change the list of Services and the price list at any time. The Customer or the Recipient pays for the service according to the valid price list.
4.5. Pursuant to the Health Services Organisation Act, the Service Provider has the right to process the personal data of the Recipient, including the health data necessary for the provision of Health Services. For the provision of the Health Service, it may be necessary for the employee of the Service Provider to review the personal data of the Recipient in the Health Information System or in any form before the beginning of the Appointment. If the Recipient cancels the appointment or fails to arrive after the employee of the Service Provider has already examined his/her personal data for the purpose of providing the Health Service, access to the personal data of the Recipient is deemed necessary for the provision of the Health Service.
4.6. The Customer, the Recipient and the Service Provider must behave towards each other in a polite and respectful manner.
4.7. The Customer and the Recipient undertake to:
4.7.1. Arrive at the Appointment on time (preferably 10 minutes in advance);
4.7.2. Submit an identification document with a photo (ID-card, passport, driving license) at the reception desk;
4.7.3. Pay for the Service according to the price list or, in case of the Contract, according to the provisions of the Contract;
4.7.4. Reveal the facts necessary to provide the Service.
4.7.5. Notify the Service Provider as soon as possible if the Recipient is unable to arrive at the Appointment at the time of appointment. If the Customer or the Recipient has not informed the Reception desk of the waiver at least 24 hours prior to the Appointment time or does not notify at all, the Service Provider has the right to submit the invoice according to the price list or, in case of the Contract, in accordance with the prices stipulated in the Contract.
4.7.6. Pay for the invoices provided by the Service Provider in due time;
4.7.7. Submit all claims against the invoice within 7 days of the receipt of the invoice;
4.7.8. The Recipient uses the equipment or property of the Service Provider prudently and in accordance with the manual and/or oral instructions.
4.7.9. If the Customer and the Recipient of the Service are different persons, the Customer informs the Recipients of the conditions necessary for the provision of the Service.
For example:
– “Health Check Guide” http://qvalitas.ee/et/aeriklient/töötajate-tervisekontroll
– “Preparations for Tests and Examinations” http://qvalitas.ee/et/patsiendi-meelespea
4.7.10. The Customer is obliged to ensure the necessary conditions for the operation of the health bus. For the operation of the health bus, access to the 3-phase industrial current 380V/16A is required. The Customer must consider the dimensions of the health bus: length 12 m, width 2.5 m and height 3.5 m.
4.8. The Service Provider is required to:
4.8.1. Provide the Service to the Customer and the Recipient in accordance with the legal regulations, restrictions and limitations applicable to the Services provided and in accordance with the generally applicable requirements of the Services provided;
4.8.2. Inform the Recipient (in the presence of contact details) of the results of the tests and/or examinations ordered, which are not known at the time of the Appointment but have a medically significant deviation from the norm;
4.8.3. Process the personal data of the Service Recipient in accordance with the personal data protection rules of Estonia and the European Union;
4.8.4. Keep the sensitive personal data of the Recipient confidential in accordance with the law;
4.8.5. Document and maintain documents properly in accordance with the law;
4.8.6. Provide Services in Estonian as a rule, by agreement in another language. The Service Provider is not obliged to translate documents into other languages;
4.8.7. Provide the Services and perform their work in accordance with the provisions of the legislation and, in the case of the conclusion of the Contract, as specified in the Contract and its Annexes;
4.8.8. Notify the customer or the Recipient of obstacles to the provision of the Service as soon as possible;
4.8.9. Submit, in accordance with the legislation of the Republic of Estonia, health examination decisions and health certificates concerning the results of the medical examination to the Customer after performing the medical examination of the Recipient.
5. Payment for the Service
The Recipient pays for the Services in cash or with a bank card at the medical centres of the Service Provider or, in the case of the Contract, the Customer pays for the Service according to the provisions of the Contract.
6. Feedback and Complaints
The Customer or the Recipient can provide feedback, suggestions and complaints to the Service Provider by:
6.1. Contacting the Customer Manager or by email at tagasiside@qvalitas.ee
6.2. The complaints submitted by the Customer or the Recipient are registered and replied to by e-mail within 10 calendar days from the registration of the complaint.
7. Responsibility
7.1. The Service Provider provides Services according to the best knowledge of medical and nursing science and treatment guidelines.
7.2. The Service Provider is not liable for the negative consequences of providing the Services if the Recipient has been informed of the possible risks and consequences and the Recipient has given consent to the provision of the Service.
7.3. The Service Provider is supervised by the Health Board.
8. Final Provisions
8.1. The Service Provider has the right to unilaterally amend the General Terms by publishing the changes on the website of the Service Provider. The General Terms in force at the time of ordering the Service apply to the Customer and the Recipient.
8.2. In matters not provided for in the General Terms and the Contract, in the case of the Contract, the Parties follow the valid legislation of the Republic of Estonia. Disputes arising from the execution of this Contract will be settled by negotiation between the Parties. In the event of failure to reach an agreement, the disputes will be resolved in court pursuant to the procedure prescribed by the legislation of the Republic of Estonia.
