RoyalDent Clinic Internal Rules

1.1.These Internal Rules of the RoyalDent dental clinic (the “Rules”) are an organisational and legal document developed in accordance with the laws of the Republic of Latvia, including the Civil Law (Civillikums), the Law on the Rights of Patients (Pacientu tiesību likums), the Medical Treatment Law (Ārstniecības likums), the Consumer Rights Protection Law (Patērētāju tiesību aizsardzības likums), Regulation (EU) 2016/679 (General Data Protection Regulation, GDPR), the Personal Data Processing Law (Fizisko personu datu apstrādes likums), Cabinet of Ministers Regulation No. 555 “Veselības aprūpes pakalpojumu organizēšanas un samaksas kārtība”, and other applicable laws and regulations.

1.2.The clinic's internal regulations for patients and visitors are the guidelines for the professional activities of the clinic staff, ensuring that patients receive adequate medical (dental) care and defining the patient's rights and responsibilities when receiving medical care at the clinic.

1.3.These Rules govern the conduct of patients and visitors at the RoyalDent dental clinic (hereinafter referred to as the Clinic) and include:

• How to contact the Clinic;
• Patient rights and responsibilities;
• Procedure for providing information about the patient's health;
• Procedure for issuing copies and extracts from medical records to the patient and/or other persons.
• Clinic and its officials' work schedule;
• Information on Paid Medical Services

1.4.Compliance with these Rules is mandatory for all patients and visitors to the Clinic.

1.5.The rules are posted on the information board in the Clinic lobby and on the official website. royaldent.lv.

2.1.The clinic provides paid outpatient specialized dental care. Services for adult patients in Latvia are generally not covered by the state budget and are provided on a fee-based basis.

2.2.Emergency care for acute conditions (trauma, acute toothache, etc.) is provided on a first-come, first-served basis. In life-threatening situations, you must immediately call 113 or the emergency number 112.

2.3.To schedule an initial or follow-up appointment, please use one of the following methods:

• by phone at the Clinic: +371 27 057 783;
• when visiting the reception desk in person;
• via the appointment form on the Clinic's official website: royaldent.lv.

2.4.Upon initial consultation, the patient must:

• Arrive at the Clinic 15 minutes prior to your appointment to complete your paperwork;
• Present an identity document (passport, eID card, or other valid document);
• sign a contract for the provision of paid medical services, provide informed voluntary consent to medical intervention (informētā piekrišana), complete a health questionnaire, sign consent to the processing of personal data in accordance with the GDPR, and other documents required by the legislation of the Republic of Latvia;
• Be informed that medical care data is entered into the state healthcare information system "e-veselība" in accordance with the procedure established by regulations.

2.5.The patient's medical records are the property of the Clinic and are stored in accordance with established legal procedures.

2.6.Special considerations for minors (in accordance with Article 13 of the Law "On Patients' Rights"):

• A minor is considered a person under 18 years of age.
• A minor's initial appointment must be accompanied by a legal guardian (parent or guardian). A birth certificate or identification document for the child, as well as the legal guardian's identification document, are required for the initial appointment.
• Children under 14 years of age: treatment is permissible if the legal guardian has been informed and has given consent. Informed consent for treatment is provided by the legal guardian.
• From age 14: treatment is permitted with the minor patient's consent. The doctor is obliged to assess the patient's maturity and ability to provide informed consent; if the patient is not mature enough, consent to treatment is provided by a legal representative. Minors have the right to be heard and to participate in treatment decisions appropriate to their age and maturity.
• From age 16: Patient information is provided to a legal representative only with the patient's consent, unless the doctor reasonably believes that obtaining such information will facilitate the treatment process.
• The contract and payment documents are signed by the legal representative; minors are not entitled to sign them.

3.1.The patient has the right to:

• Respectful and humane treatment by Clinic staff;
• choosing a doctor (with their consent) and obtaining information about their qualifications;
• Receive accessible information about your health, diagnostic and treatment methods, including risks and possible consequences;
• Informed voluntary consent for medical intervention or refusal thereof (except in cases provided by law);
• Protecting health data and maintaining medical confidentiality;
• review of medical records and obtaining copies and extracts;
• Pain relief using accessible methods;
• the presence of a support person (atbalsta persona), if this does not interfere with the treatment process;
• Submitting complaints and suggestions to the Clinic's management, as well as contacting the Health Inspectorate (Veselības Inspekcija).

3.2.Patients and visitors are required to:

• comply with these Rules and generally accepted norms of behavior in public places;
• Observe the Clinic's operating hours;
• Arrive on time. If you are more than 20 minutes late, the appointment may not take place or may be rescheduled if time permits;
• If you are unable to attend your appointment, please notify the Clinic at least 24 hours in advance.
• Observe sanitary and hygienic requirements: leave outerwear in the cloakroom.
• Comply with fire safety requirements;
• Silence cell phones in treatment rooms;
• Provide accurate information about your health, including past illnesses, allergies, and contraindications;
• Handle the Clinic's property with care;
• Treat the Clinic's staff and other patients with respect.

3.3.Patients and visitors to the Clinic are prohibited from:

• being in the Clinic under the influence of alcohol, drugs, or toxic substances;
• Remain in office premises without permission from the administration;
• Smoking on Clinic premises;
• Bringing explosives, flammable substances, and weapons;
• Talking loudly, making noise, or disrupting the Clinic's operations;
• Bringing pets;
• Leave young children unattended;
• Taking photos, video, or audio recordings of medical personnel or other patients without their prior consent;
• Wear dirty shoes while inside the Clinic;
• Remove documents from medical records, displays, and information folders.

4.1.Information about the patient's health status is provided personally by the attending physician. For minors and individuals unable to express their will, information is provided in accordance with Articles 10 and 13 of the Law "On Patients' Rights."

4.2.The patient has the right to refuse to receive information about their health condition.

4.3.Upon written request, the patient will be provided with copies of medical documents reflecting their health status within the timeframe established by the laws of the Republic of Latvia.

4.4.Information constituting a medical secret and related to health data may be transferred to third parties only with the consent of the patient or on the grounds provided for by the legislation of the Republic of Latvia (including Article 10 of the Law “On Patients’ Rights” and the GDPR).

5.1.Clinic Hours: Mon–Fri: 09:00–20:00; Sat–Sun: closed.

5.2.Clinic management's office hours can be clarified with the administrator.

6.1.Medical services at the Clinic are provided on a fee-paying basis under a contract.

6.2.The current price list (cenrādis) for medical services is available on the information board and on the Clinic's official website.

6.3.After services are rendered, a supporting document (act/invoice) is issued in accordance with legal requirements.

7.1.Warranty obligations for dental services and work provided are governed by a separate "Regulation on Warranty Periods." This document is available at the Clinic: it is available on the information board; a copy will be provided by the administrator upon request. Patient rights as consumers are further protected by the Consumer Protection Act (Patērētāju tiesību aizsardzības likums).

8.1.The attending physician, in consultation with the Clinic's management, has the right to refuse observation and treatment to a patient in the event of a serious or repeated violation of these Rules, provided it does not pose a threat to the patient's life or the health of others.

8.2.Free parking is available to Clinic patients. Please contact the administrator for access details.

8.3.Persons who violate these Rules are liable under the laws of the Republic of Latvia.

8.4.Complaints regarding the quality of medical care and compliance with patient rights may be submitted to the Clinic's management or the Health Inspectorate (Veselības Inspekcija).