A complaint is a written statement of dissatisfaction submitted by a client or patient regarding the clinic’s service, communication, billing, premises, or organization of work. Complaints should be submitted by email to info@minukliinik.ee; complaints made verbally are considered resolved on the spot. When submitting a complaint, please include your name, contact details, a description of the incident, and the desired resolution. The complaint will be forwarded to the management board for review.

We will confirm receipt of the complaint within 3 working days and respond no later than 15 calendar days. During the handling of complaints, we process the submitter’s data confidentially and in accordance with data protection requirements.

If our response is not satisfactory, you have the right to contact the Health Board (service quality supervision) or the Data Protection Inspectorate (personal data processing issues). From 01.11.2024, it is also possible to apply for compensation for avoidable health damage through the clinic’s insurance provider, which is PZU.

The working hours of our specialists are planned in advance. If an appointment is not used due to late cancellation, we are often unable to offer it to another patient, which causes time and financial losses to the clinic and specialist. In addition, many services require prior preparation, such as compiling documents and reviewing medical records. These working time costs also arise if the patient does not show up. The cancellation fee helps to ensure that appointments are available to patients who need them and motivates us to notify us of changes in time so that we have time to reorganize working hours if necessary.

Issuing a repeat prescription is not just a technical act, but a part of the provision of health care services. Before renewing the prescription, the doctor must assess whether it is safe and justified for the patient to continue treatment. To do this, the medical history, the suitability of medications and possible interactions are checked. This is a medical decision for which the doctor is responsible and which, according to the law, must be documented in the digital prescription system.

As the issuance of a repeat prescription takes place outside the visit and is not covered by the financing of the Health Insurance Fund, it is a paid service in private clinics according to the price list. The fee covers the costs related to the doctor’s working hours, responsibilities and service organization.

NB! The prescription can be extended externally in case you have a valid treatment plan and have recently had an appointment (usually within the last 6 months).

How long is the appointment?

• Initial appointment with a psychiatrist: 50 minutes
• Repeat appointment with a psychiatrist: 25 minutes
• Appointments with a clinical psychologist and occupational therapist: 50 minutes

The issuance of a medical certificate is not merely a matter of filling out a form, but a medical activity that requires the assessment and responsibility of a doctor. The doctor must check the patient’s health data, perform an examination if necessary, and assess whether the person meets specific health requirements (e.g. weapons permit, driver’s license, occupational health care). The preparation of the certificate includes the preparation of documents, digital signatures and the transmission of data in information systems. This requires staff working time and resources.

The fee is not charged if the document is necessary for the Health Insurance Fund, the police, a court or another health care service provider, as well as for an examination of incapacity for work, assessment of work ability or determination of disability. However, most of the evidence (e.g. driver’s license, weapons permit, sports camp) is not covered by these exceptions.

The services offered at Minu Kliinik are all paid at the moment, as we do not have a contract with the Health Insurance Fund. If this should change in the future, we will definitely inform you about it on the website. However, it is possible to ask for compensation for the services received at My Clinic from your private health insurance company on the basis of an invoice issued by us.

We cooperate with ESTO AS, the largest financial services company in Estonia. ESTO offers two options for payment:

• ESTO 3: Payment in three instalments within three months, which does not bring the client any additional costs to the price of the service received, i.e. the price is simply divided into three smaller payments.
• ESTO hire-purchase: Payment by hire-purchase for a longer period (up to 36 months), in respect of which the interest depends on the contract concluded between the client and ESTO.

The price of the service is not only for the appointment, but also includes the doctor’s time-consuming work before and after the appointment. The psychiatrist must analyse previous medical histories, assess the justification for starting or continuing treatment, and document all decisions in information systems. This work is necessary so that the doctor can make a competent and safe treatment decision, for which he bears legal responsibility, because every diagnosis and treatment plan must comply with the law, professional standards and patient safety requirements. The doctor is responsible for prescribing medications, monitoring side effects, and maintaining the quality of treatment.

Although becoming a psychiatrist requires years of study and continuous in-service training, the main factor influencing the price of the service is the complexity of decisions, time-consuming work and legal responsibility.

If you suspect attention deficit hyperactivity disorder (ADHD) or autism spectrum, you must first book an appointment with a psychiatrist.

The examination process consists of several stages:

1. Initial appointment with a psychiatrist (50 minutes) – during which the nature of the symptoms is assessed and the need for examinations is decided.
2. ADHD assessment (up to 120 min) – during which the specific symptoms and general functioning of ADHD throughout the person’s life cycle are specified in order to assess the causality of the symptomatology.
3. Appointment with a psychiatrist (50 minutes) – the results of the examination are discussed and a diagnosis and/or treatment plan is determined.
4. Repeated appointment with a psychiatrist (25 minutes) – according to the agreement with the doctor after 4-6 weeks, after the start of treatment, with which the treatment plan is approved or the necessary changes are made, if necessary. Once the treatment plan is in place, the treatment can continue with the family doctor.

It is not possible to come to the examinations immediately, but a psychiatrist will refer you there.

Briefly describing the concern or question in the booking (e.g. “anxiety”, “need for new treatment”, “return”) will help the specialist to prepare better and make the appointment more effective. Your information is confidential and will help us provide the best possible assistance.

Yes, you can take psychiatric medication with you on a trip, but there are certain rules that must be followed. Medicines must be kept in the original packaging showing the name and active ingredient of the medicine. In addition, you must carry a doctor’s certificate or a copy of the prescription confirming that the medicine has been prescribed just for you. Medicines may only be taken with you in an amount that covers the duration of the trip.

If the medicine belongs to psychotropic or narcotic substances, the requirements are stricter. When travelling to Schengen countries, a Schengen certificate is required, which allows you to take medicines with you for up to 30 days of treatment. From September 2024, Schengen certificates will be issued by pharmacies, which will make the process more convenient for patients. To issue the certificate, an identity document and a prescription must be submitted. The pharmacy may charge a small fee for the service.

If you are travelling outside the Schengen area, you must check the requirements of the country of destination and transit countries in addition to a doctor’s certificate, as in some countries certain medicines may be prohibited or require a separate authorization.

Additional information can be found on the website of the State Agency of Medicines: Travelling with medicines | Medicines agency