General terms and conditions for the provision of healthcare services
Updated on 27.08.21
1. Parties
1.1. The general terms and conditions for the provision of services of Qvalitas Arstikeskuse AS regulate the respective rights and conditions of persons ordering the services and/or service recipients and the service provider in the provision of services.
2. Definitions
2.1. In the meaning of the general terms and conditions, the service refers to the healthcare services provided by the service provider.
2.2. In the meaning of the general terms and conditions, the service provider is Qvalitas Arstikeskus AS, including its employees and service providers (natural and legal persons).
2.3. The service recipient is the patient to whom the service provider provides healthcare services.
2.4. The person ordering the services is a natural or legal person who has expressed a wish to receive services for service recipients. An agreement for the provision of services has been entered into with the person ordering the services. The agreement sets out the names of the service recipients.
2.5. The agreement is a written agreement entered into between the person ordering the services and the service provider for the provision of services.
2.6. The healthcare service refers to the service provider’s activities in preventing, diagnosing and treating diseases, injuries or intoxication to alleviate ailments, prevent the worsening of a person’s condition or disease, and restore their health. The healthcare services provided by Qvalitas have been listed on the home page of Qvalitas (www.qvalitas.ee) and the list is subject to change. Healthcare services include examinations, analyses, and issuing of health certificates.
2.7. In the meaning of the general terms and conditions, appointment refers to a meeting between the service provider and service recipient for the purpose of service provision.
2.8. The digital clinic is the web-based platform which enables service recipients to receive certain healthcare services via the relevant application remotely over video (e.g. renewal of prescriptions, consultations, booking appointments).
3. Application of the general and other terms and conditions
3.1 If an individual requests to schedule an appointment for healthcare services, these general terms and conditions will come into effect. By booking the appointment, an agreement for the provision of healthcare services will be entered into.
3.2. A person ordering the services or service recipient books an appointment either through the self-service environment of the service provider (www.bronn.qvalitas.ee), by phone, using the contact information provided on the service provider’s website, at the service provider’s location, or via the digital clinic. Appointments with a specialised physician funded by the Estonian Health Insurance Fund can be booked via the national eBooking System in the Patient Portal (at digilugu.ee).
3.3. When using the digital clinic, the terms and conditions of the digital clinic which are available at https://qvalitas.ee/digikliiniku-kasutustingimused/ apply in addition to these general terms and conditions. The service recipient shall agree to these general terms and conditions and the terms and conditions of the digital clinic to use services via the digital clinic.
3.4. The service provider processes the personal data of the service recipient pursuant to the legislation of Estonia and the European Union regulating the protection of personal data. More detailed information on how the service provider processes the personal data of the service recipient in the course of the service provision is provided in the privacy policy of the service provider which is available at https://qvalitas.ee/privaatsustingimused/.
3.5. If the service recipient is incapacitated, their representative shall be liable for the performance of their contractual obligations.
4. Rights and obligations of the parties
4.1. Rights of the service recipient
4.1.1. Be actively involved in the process of service provision and heard within the time limits of the appointment;
4.1.2. Receive services pursuant to the general requirements of medical and nursing science. The service provider may involve other specialists, if necessary;
4.1.3. Receive services at the location of the service provider, unless otherwise required by the nature of the service;
4.1.4. Receive comprehensive information on the services provided to them, including examining documents compiled on the service provision and receiving copies of them under the current price list;
4.1.5. Contact relevant supervisory authorities to receive an evaluation of the activities of the service provider;
4.1.6. If possible and on agreement with the service provider, switch healthcare professionals or opt out of receiving the healthcare service.
4.2. The service provider is entitled or obliged to refuse provision of the service if:
4.2.1. The service recipient is late to an appointment;
4.2.2. The service recipient is under the influence of narcotics or alcohol, on sick leave, or unvaccinated against an infectious disease in the peak period of such infectious disease;
4.2.3. The person ordering the services or service recipient has a debt to the service provider;
4.2.4. The service recipient does not agree to sign an informed consent form required for the performance of procedures with an elevated risk;
4.2.5. The person ordering the services or service recipient requests a service which is not medically justified;
4.2.6. The person ordering the services or service recipient requests a service which poses a greater risk to health compared to not providing that service;
4.2.7. The person ordering the services or service recipient requests a service which poses a risk to the health of an employee of the service provider or third person;
4.2.8. The person ordering the services or service recipient requests a service which the service provider is not competent/licensed to provide;
4.2.9. The person ordering the services or service recipient violates their contractual obligations;
4.2.10. The person ordering the services or service recipient does not disclose information required for the provision of the service;
4.2.11. An employee of the service provider cannot communicate with the service recipient in a mutually understandable language;
4.2.12. The person ordering the services or service recipient does not follow good communication practices;
4.2.13. Due to disagreements between the person ordering the services or service recipient;
4.2.14. The person ordering the services or service recipient comes to the health centre with a pet.
4.3. The service provider is entitled to delay the provision of the service or refuse the provision of the service if:
4.3.1. Refusing to provide the service is necessary considering the condition of the service recipient;
4.3.2. The service provider cannot reasonably provide the service, such as in the following instances:
- Due to unforeseeable problems with the organisation of work of the service provider (staff of the service provider falling ill, technical failures, delivery issues, or other problems related to service provision);
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4.4. In the case of objective grounds, the service provider is entitled to unilaterally amend the list of services and price list at any time by notifying the person ordering the services about the updated list of services and price list 30 days in advance via the website or self-service. If the person ordering the services does not agree to the updated price list or list of services, the person ordering the services is entitled to terminate the agreement. If the person ordering the services does not terminate the agreement, they shall be considered to have given consent to the updated price list and list of services. The person ordering the services or service recipient shall pay for the services pursuant to the valid price list.
4.5. Pursuant to the Health Services Organisation Act, the service provider has the right to process personal data required for the provision of a health service, including personal data of special categories. For the purposes of providing a health service, the service provider may need to examine the personal data of the service recipient in the Health Information System or any other data carrier before the appointment.
4.6. The person ordering the services, the service recipient, and the service provider communicate in a polite and respective manner.
4.7. The person ordering the services and the service recipient undertake to:
4.7.1. Arrive at an appointment or virtual consultation in a timely manner (it is advised to arrive 10 minutes earlier);
4.7.2. Present a photo ID at the reception (ID card, passport, driver's licence);
4.7.3. Pay for the service pursuant to the valid price list or, if an agreement has been entered into, pay according to the provisions of the agreement;
4.7.4. Provide the service provider with correct and complete information which may be important in the service provision, including correct and complete information related to their state of health, earlier health services received, and medicinal products being taken;
4.7.5. Provide the service provider with full assistance in the course of the service, primarily following the orders and instructions given by the service provider;
4.7.6. Notify the service provider at the earliest opportunity if the service recipient cannot come to the appointment at the agreed time. If a person who orders the service or an employee has not notified the reception of the service provider of their failure to come to the appointment at least 24 hours before the time of the appointment or fail to give any notification, the service provider is entitled to issue an invoice for the failure to come to an appointment according to the price list or, if an agreement has been entered into, the prices provided in the agreement;
4.7.7. Pay any invoices submitted by the service provider in a timely manner;
4.7.8. Submit any claims related to an invoice within 7 days as of receiving the relevant invoice;
4.7.9. The service recipient shall use the equipment or property of the service provider prudently and purposefully, following the instruction manual and/or oral instructions;
4.7.10. If the person ordering the services and the service recipient are different persons, the person ordering the services shall inform the service recipients of the terms and conditions of the service provision.
This includes, at minimum, the following terms and conditions:
– Medical examination instructions
– Preparations for analyses and examinations
4.7.11. The person ordering the services shall ensure the following conditions for the work of the health bus: access to 3-phase industrial power supply 380V/16A. The person ordering the services shall consider the measurements of the health bus: length 12 m, width 2.5 m, and height 3.5 m.
4.8. The service provider undertakes to:
4.8.1. Provide the person ordering the services and service recipient with the service in accordance with the restrictions and limitations of legislation applicable to the services provided and pursuant to the general requirements enforced on the services provided;
4.8.2. Notify the service recipient of the results of their examination and ordered analyses and/or tests, including possible illnesses found and their progression;
4.8.3 Recommend additional medical examinations to the service recipient or refer the service recipient to the appointment of another health service provider if it is necessary based on the medical condition of the service recipient;
4.8.4. Explain to the service recipient in detail the content and nature of the procedures performed in the course of service provision, their possible risks and consequences, and what is required from the service recipient in preparation for and recovery from certain procedures, including necessary lifestyle restrictions in the time before and after such procedures;
4.8.5. Process the personal data of the service recipient pursuant to the personal data protection rules of Estonia and the European Union;
4.8.6. Maintain the confidentiality of the service recipient’s personal data, including data of special categories, if the obligation to maintain confidentiality proceeds from the requirements currently in force;
4.8.7. Properly document and maintain documents in accordance with valid legislation. In cases stemming from legislation, information shall be forwarded to the health information system or other registers;
4.8.8. Generally provide the services in Estonian or another language upon agreement. The service provider is not obliged to translate documents into other languages;
4.8.9. Provide services and act in providing the services in accordance with legal provisions and, if an agreement has been entered into, the provisions of the agreement and its annexes;
4.8.10. Notify the person ordering the services or service recipient of obstacles to service provision at the earliest opportunity;
4.8.11. Following the medical examination of a service recipient, submit the results of the medical examination and health certificates to the person who ordered the service of medical examination pursuant to the legislation of the Republic of Estonia.
5. Payment for services
5.1. The service recipient shall pay for the services using a credit card at the digital clinic or cash or bank card at the health centres of the service provider.
5.2. If a relevant agreement has been entered into, the person ordering the services or insurer shall pay for the services provided to the service recipient.
5.3 If the service recipient receives a service that is not included in the agreement entered into with the person ordering the services or insurer or if the insurer refuses to pay for the services for another reason, the service recipient shall pay for the services.
5.4 In order to avoid disputes, the services shall be payable irrespective of the outcome of the service i.e., even if the outcome of the service does not meet the expectations of the service recipient.
5.5 All examinations and tests prescribed to the service recipient by a specialist physician are chargeable, i.e. added to the appointment fee.
6. Feedback and claims
A person ordering the services or service recipient can submit feedback, proposals, and claims to the service provider:
6.1. By contacting the relationship manager by email at tagasiside@qvalitas.ee
6.2. Any claims submitted by persons ordering the services or service recipients shall be recorded and a response is delivered by email within 10 calendar days as from the date the claim was recorded.
7. Liability
7.1. The service provider shall provide the services in accordance with the best knowledge of the medical and nursing science and physician guides.
7.2. Pursuant to legislation, the service provider shall be liable for the culpable breach of obligations committed by themselves and any medical professionals who participated in the service provision, primarily for diagnosis and treatment errors.
7.3. The service provider shall not be liable for any negative consequences related to the services if the service recipient has been notified of the possible risks and consequences and the service recipient has consented to the provision of the service.
7.4. The service provider shall not be liable for damages if they are caused by a violation of the obligation to provide information or assistance by the service recipient, including if the service recipient does not follow the instructions of the service provider in preparation for the provision of services or provides false information regarding their health.
7.5. If the service provider refers the service recipient to a third-party health service provider to receive health services as part of the service provision, the service recipient shall enter into a separate agreement for the provision of health services with that service provider and the service provider shall not be liable for the services provided by such person.
7.6. The Health Board shall exercise supervision over the service provider.
8. Final provisions
8.1. The service provider is entitled to unilaterally amend the general terms and conditions upon objective grounds by disclosing the amendments on the homepage of the service provider 30 days in advance. General terms and conditions which are in force at the time that services are ordered shall be applied to persons ordering the services or service recipients.
8.2. In matters not regulated by the general terms and conditions and the agreement (if applicable), the parties shall be guided by the legislation of the Republic of Estonia. Any disputes related to the performance of an agreement shall be resolved by negotiations. If an agreement is not reached, disputes shall be resolved in a court stipulated by the legislation of the Republic of Estonia. Alternatively, a service recipient may contact the expert committee on quality of healthcare at Sotsiaalministeerium, Suur-Ameerika 1, 10122 Tallinn or by email at info@sm.ee to receive an extrajudicial assessment of the quality of the health service.
General terms and conditions for the provision of training services
1. General provisions
1.1 The Qvalitas Training Centre organises in-service training for adults.
1.2 The activities of the Qvalitas Training Centre proceed from the Adult Education Act.
1.3 Continuing training courses shall be held in rooms suitable for learning, as interactive video training courses, or as independent online learning.
1.4 The volume of the training courses is calculated in academic hours where each academic hour equals 45 minutes.
1.5 The training courses shall be held as group training. For online learning, training courses can be completed independently.
1.6 Learning is based on the training schedule which can be found on the homepage.
2. Privacy rules, processing of personal data
2.1 The Qvalitas Training Centre is the controller of your data. In processing personal data, we proceed from the principles and requirements provided in legislation and the GDPR. You can find more detailed privacy rules and rules for processing personal data at:
https://qvalitas.ee/privaatsustingimused/
2.2 The Qvalitas Training Centre collects the following information on learners: participant’s name, participant’s email address, participant’s phone number and participant’s personal identification code, and the name of the employer if the employer pays for the training.
2.3 The personal information shall be used to send training materials, organisational information, and invoices and to identify participants who completed the learning on a certificate or confirmation issued at the end of a training course.
2.4 The basic information for certificates and confirmations issued by the Qvalitas Training Centre shall be retained until the deadline recommended by the Ministry of Education and Research, i.e. until the continuing training institution is in operation. Based on this, participants of training courses can order a duplicate of the certificate or confirmation, if needed.
2.5 In addition to the purpose of providing training services, the personal data collected in the course of the services provided by the Qvalitas Training Centre may be used to resolve possible legal disputes.
3. Curricula groups
3.1 We organise training in the following curricula group.
Workplace health and safety:
- First aid training,
- First aid additional training,
- Occupational health and safety training,
- Occupational health and safety additional training
3.2 Information included in the curricula of public training courses:
- Name of the curriculum
- Form of training
- Curricula group
- Date of approval of the curriculum
- Target group and conditions for admission of the curriculum
- Description and methods of the curriculum
- Document issued upon completion
- Subjects addressed in the curriculum
- Conditions for completion of the curriculum
- Head of curriculum
- Description of the instructor’s qualifications and learning or work experience
4. Signing up for a training course and assembly of a training group
4.1. Signing up for a training course:
4.1.1 It is necessary to sign up in advance for training which can be done using the registration form on the homepage and via email.
4.1.2 Signing up for a training course shall also be considered as a confirmation for issuing an invoice and payment.
4.1.3 The learner has the right to receive additional information via the email address provided on the home page.
4.2. Assembly of a training group:
4.2.1 A training group is assembled based on the list of persons who have signed up for the training course.
4.2.2 A list of training participants shall be compiled to start a training course. The Qvalitas Training Centre shall send more detailed information about the schedule and organisation of the training course two business days before the beginning of the training course to the persons who have signed up.
4.2.3 The Qvalitas Training Centre is entitled to make amendments to the training plan and schedule. Training participants shall be notified of the amendments at the earliest possible opportunity.
4.2.4 A training group will be opened if at least 10 persons sign up.
4.2.5 If a training group is not filled, the Qvalitas Training Centre is entitled to cancel the training course or delay it until the training group is filled. Persons who have signed up for the training course shall be notified of its cancellation or delay no less than one day in advance by phone or email. If a training course is cancelled, the training fee shall be returned in full or transferred to another training course if so desired.
5. Starting and participating in a training course
5.1 Learners who have signed up before the training course and paid the invoice can start a training course.
5.2 Participants shall confirm their participation in the training on the participation sheet of the training course.
6. Completion of training and the procedure for exclusion
6.1 Learners shall be admitted to a training course based on a training order submitted by themselves or a company.
6.2 To receive a certificate, learners shall participate in 100% of the academic hours and successfully complete a test or meet another condition provided in the curriculum.
6.3 If less than 100% of a training course is completed, a confirmation of the hours completed can be received upon request.
7. Payment for training
7.1 Training courses shall be paid for based on an invoice, adhering to the payment deadline. An invoice shall be sent via email or as an e-invoice.
7.2 If the payment deadline has been exceeded by 30 days and/or regardless of reminders sent by the Qvalitas Training Centre, the unpaid invoice shall be transferred to a debt collection agency for further handling.
7.3 The training price includes in-person training or, in the case of online training, real-time online video transmission or, if necessary, recording of the video, learning materials, and a certificate, unless otherwise noted for the training. Lunch and coffee breaks are dependent on the training. More detailed information shall be sent to each participant two business days before the training along with other organisational information.
7.4 The price for internal training courses shall be determined based on a price offer which is not public information.
7.5 The training centre is liable for payment of VAT and 20% VAT shall be added to the prices.
8. Withdrawal from a training course
8.1 If a person who has signed up for a training course cannot participate, they shall give notification of this immediately via the email address or phone number provided on the web page of the Qvalitas Training Centre.
8.2. If a person who has signed up for a training course cannot participate (cancellation or change of date), they shall give notification of this in writing no later than 5 business days before the date of the training course. Upon timely notice, 100% of the training fee shall be returned or the invoice paid shall be used as prepayment for another training course if so desired.
8.3 If withdrawal from a training course occurs 2–4 days before the date of the training course, any paid invoice will be fully used as prepayment for future training courses. 50% of the invoice paid shall be returned if so desired. If an issued invoice has not been paid, 50% of the invoice shall be payable.
8.4 If a client withdrawals (cancels or wants to change dates) from a training course 1 business day before the date of a training course or does not notify of their failure to participate, any fee for the training course that has already been paid shall not be returned or any issued invoice shall be payable in full.
8.5 If a client withdraws from an online course before access and/or learning materials have been granted, 100% of the training fee shall be returned or the invoice paid shall be used as prepayment for another training course if so desired.
8.6 If a client withdraws from an online course after access and/or learning materials have been granted, any fee for the training course that has already been paid shall not be returned or any issued invoice shall be payable in full.
8.7 Withdrawal from internal training courses or amendment to the terms of their conduct shall be based on a separate agreement.
8.8 The Qvalitas Training Centre shall not return the fee if the training course is discontinued by the learner.
9. Rights and obligations of the learners
9.1 The learner has the right to:
9.1.1 Receive information on the organisation of studies and curriculum of the training course;
9.1.2 Receive the training course described on the web page of the Qvalitas Training Centre in the scope and at the time and place provided after paying the invoice;
9.1.3 Claim the fee to be returned for a training course that was cancelled due to circumstances caused by the Qvalitas Training Centre;
9.1.4 Leave before the end of the training period at their own request, whereas the training fee will not be returned;
9.1.5 Receive a certificate upon 100% completion of a training course;
9.1.6 Receive a confirmation upon 80% completion of a training course;
9.2 The learner undertakes to:
9.2.1 Pay the invoice in a timely manner
9.2.2 Not film, photograph, or otherwise copy or record the educational tools, materials, and conduct of a training course.
10. Learning materials
10. The training materials distributed at the training courses are protected by copyright. Their ownership belongs to the instructors and the Qvalitas Training Centre. The materials or parts thereof shall not be distributed, amended, reproduced, exhibited, sold, rented, or shown publicly.
11. Issuing of certificates, confirmations, and duplicates
11.1 The issued certificates and confirmations are generally in digital format and numbered and the Qvalitas Training Centre maintains records thereon.
11.2 The certificates and confirmations are in accordance with the standard of continuing training and include the following information:
- Name and personal identification code of the person who participated in or completed the training course;
- Name of the continuing training institution and registry code of the administrator of the continuing training institution;
- Registry number of the notice of economic activities or activity licence in the Estonian Education Information System;
- Name of the curriculum;
- Time and scope of the continuing training course;
- Place and date of issue of the certificate or confirmation;
- Number of the certificate or confirmation and names of instructors.
11.3 In the case of participation in first aid training, the period of validity shall be noted on the certificate, after which the participants shall update their knowledge in additional training.
11.4 If a training participant loses their certificate or confirmation or it gets destroyed, a duplicate of the certificate or confirmation is issued to them.
- The price of a duplicate is EUR 6, to which 20% VAT will be added.
- The price of an English duplicate is EUR 12, to which 20% VAT will be added.
12. Force majeure
If the organisation of a training course is partially or fully hindered due to force majeure circumstances, the Qvalitas Training Centre has no obligation to organise or complete the training course, issue materials, confirmations, or certificates to the participants of the cancelled or partially delivered training course, or return the fee to the participants for the cancelled training course.