Organizational Regulations
OF A MEDICAL ENTITY PERFORMING MEDICAL ACTIVITIES
§1
Name of the medical entity
1. The medical entity operates under the name KM SP Z OO and uses the trade name MILANOVA CLINIC or MILANOVA Dental & Esthetic Clinic. KM SP ZOO is registered in the National Court Register kept by the District Court for Wrocław-Fabryczna under KRS No. 0000963438, NIP: 8943185661, REGON: 521862592.
§2
Objectives and tasks of the medical entity
1. The objective of the medical entity is the diagnosis, prevention, and treatment of patients in accordance with current medical knowledge, achieved through the provision of healthcare services in the field of dentistry and aesthetic medicine.
2. The medical entity may, in particular: provide opinions on the patient’s health condition, including temporary incapacity for work, cooperate with other medical entities, schools, workplaces, and conduct educational and promotional activities in the field of health protection.
§3
Organizational structure of the medical facility
1. The medical entity performs medical activities in a dental office located in Wrocław (50-513) at ul. Gazowa 90/u6, consisting of:
1. two separate dental rooms;
2. an X-ray lab;
3. a sterilization room;
4. a waiting room.
§4
Type of medical activity and scope of provided healthcare services
- The medical entity provides healthcare services in the field of:
1. dental prophylaxis, including preventive treatments;
2. conservative dentistry;
3. pediatric dentistry;
4. microscopic endodontics;
5. orthodontics;
6. prosthodontics;
7. dental surgery with implantology;
8. periodontics;
9. aesthetic dentistry;
10. anesthesia;
11. dental X-rays (2D and 3D, cephalometric). - Healthcare services are provided:
a) with respect for professional ethics, with due diligence, and under conditions meeting professional and sanitary standards defined by applicable law.
b) using high-quality dental materials and equipment, maintained under constant technical supervision and meeting all legally required quality standards. - In the case of healthcare services that go beyond the scope defined in sec. 1, the patient may be referred to another medical entity that provides the service.
§5
Place and time of healthcare services provision
1. The medical entity provides healthcare services at ul. Gazowa 90/u6, Wrocław 50-513.
2. Healthcare services are provided during the clinic’s working hours, namely:
a) on weekdays from 9:00 to 20:00
b) on Saturdays from 10:00 to 15:00 (depending on demand).
§6
Process of providing healthcare services
1. Healthcare services are provided by medical professionals meeting the requirements defined by applicable law.
2. Services are provided on a paid basis.
3. Services can only be provided after prior appointment and patient registration.
4. Patient registration is conducted at the place of healthcare service provision, in person, by a legal representative, or another authorized person in writing. Registration is also possible by phone at 607 214 428 or online at https://iqdental.app/rejestracja-wizyty/1c34d8e4-a5b1-4212-bdab-bb82c8142233/new?l=31793 and https://www.znanylekarz.pl/placowki/milanova-dental-esthetic-clinic.
5. For registration, the patient must present an ID with a PESEL number. Phone registration is based on provided personal data, including name, surname, PESEL number, and contact details. In the case of a foreigner, registration is based on a passport or other ID confirming identity as defined by the Patient Rights Act of November 6, 2008 (consolidated text: Journal of Laws 2016, item 186, as amended, Art. 25). Refusal to provide personal data means the patient will not be admitted unless it is a life-threatening situation.
6. A registered patient reports to the designated doctor’s office punctually at the scheduled time. For the first visit, the patient must arrive at least 10 minutes early to set up a patient card and complete medical documentation as specified in § 6 sec. 6.
7. Before the first visit, the patient must:
– submit a written statement regarding authorization or lack thereof for a chosen person to access their medical records;
– submit a written consent for healthcare services;
– review the information on data processing by the medical entity;
– familiarize themselves with the organizational regulations of the medical entity and the price list;
– present an ID with a PESEL number in the case of phone registration.
8. Before each procedure, the patient must provide separate written consent for the specific treatment.
9. Priority in healthcare services is given to patients with a scheduled appointment or procedure on that day.
10. Providing healthcare services to patients requiring urgent treatment related to pain complaints is possible during the clinic’s working hours, after obtaining the dentist’s consent, considering the schedule of the day. If an appointment cannot be accommodated in this mode, the patient will be referred to another medical entity. If an appointment outside of the regular schedule is approved, the patient must register as per these regulations.
11. Visits for children under 16: According to Art. 34 of the Act on the Professions of Physician and Dentist, no service or treatment can be provided to a minor under 16 without the consent of their legal representative. Children under 16 should be accompanied by a parent or legal guardian (e.g., grandparent, aunt). If the child arrives alone, they must have a written consent from a parent or legal guardian and verification of their data by the reception staff.
§7
Appointment booking and cancellation
1. Reception confirms appointments a day in advance via phone or SMS.
2. We request that appointments be confirmed or canceled by 18:00 on the preceding day.
3. Patients are scheduled for a specific time, and we make every effort to adhere to the schedule. We strive for effective clinic organization, respecting patients’ time to avoid delays. However, unforeseen circumstances may sometimes arise, prolonging certain procedures (standard treatments cannot always be accurately timed). Therefore, delays may occur, and we apologize in advance, asking for your understanding. If anticipated delays are known, patients will be informed by phone or SMS.
4. MILANOVA Clinic collects a deposit of 200 PLN for the cost of treatment when booking an appointment. For free appointments (e.g., emergency visits), the deposit is refundable or, with the patient’s consent, applied towards future treatments.
5. If the patient cannot attend the scheduled appointment, it should be canceled or rescheduled so another patient may use the slot.
6. The patient has the right to change the date or time of the planned appointment with MILANOVA Clinic. The patient can cancel an appointment no later than 24 hours before the scheduled time. If the cancellation is made later or the patient fails to show up, the deposit mentioned in § 7 sec. 4 is non-refundable. If the appointment is canceled at least 24 hours in advance, the deposit is refunded or, with the patient’s consent, applied to future treatments.
7. If the patient confirms an appointment twice and fails to show up or cancels on the same day, they must make a 100% prepayment to schedule the next appointment.
8. Prepayment for appointments applies to such patients each time before booking another visit.
9. If there is no subsequent appointment or treatment is discontinued, the prepayment is refunded to the patient. If the patient fails to cancel the appointment or does so too late, the prepayment is retained by the clinic. Appointments canceled less than 24 hours in advance disrupt clinic operations and result in tangible damage, including personnel costs, utility costs, and lost revenue.
10. In cases where a patient repeatedly reschedules, they must make a 100% prepayment for the next visit.
§8
Organization and tasks of the individual organizational units of the medical facility
1. The medical entity operates through the following organizational units:
a) Reception and Sterilization – as an administrative unit;
b) Dental rooms and X-ray lab – as a diagnostic and therapeutic unit.
2. The tasks of the administrative unit include:
a) ensuring the continuous service of patients and the functioning of the medical facility;
b) ensuring the timeliness and efficiency of healthcare services;
c) ensuring respect for the dignity and basic rights of patients;
d) providing organizational support to the diagnostic and therapeutic unit;
e) ensuring the availability and sterility of the tools and materials necessary for the diagnostic and therapeutic unit.
3. The tasks of the diagnostic and therapeutic unit include:
a) fulfilling the objective and tasks of the medical entity as defined in § 2 of these Regulations, particularly through the provision of services specified in § 4;
b) ensuring high standards of healthcare services;
c) ensuring respect for the dignity and basic rights of patients.
4. The detailed organization, tasks, and responsibilities of the medical staff are governed by internal organizational procedures established and implemented based on contracts and separate regulations.
§9
Collaboration between organizational units to ensure smooth and effective functioning
1. The organizational units of the medical facility cooperate in a way that ensures:
a) uninterrupted and secure flow of information and lawful data processing;
b) efficient and effective operation of the medical entity;
c) the provision of healthcare services according to standards that meet current medical knowledge requirements.
2. The substantive supervision and detailed principles of cooperation of all medical activity units are exercised by the partners.
§10
Conditions for collaboration with other medical entities
1. The medical entity may collaborate with other medical entities to achieve the objective and tasks defined in § 2 of these Regulations, particularly to ensure proper diagnosis, treatment, care, patient rehabilitation, and the continuity of the healthcare process.
2. The detailed principles of the cooperation referred to in sec. 1 will be regulated each time in a relevant civil-law agreement, providing for specific procedures and rules of cooperation, in compliance with the applicable law and respecting patient rights.
§11
Provision of medical records and charges
1. In accordance with applicable law, medical records may be provided, in particular, to the patient, their legal representative, or a person authorized by the patient. The healthcare provider also makes medical records available to other entities listed in Art. 26 of the Patient Rights Act of November 6, 2008 (Journal of Laws 2020, item 849, as amended). The initial provision of documents is free of charge. If the patient requests the same scope of medical records again, charges apply as per Art. 28 of the Patient Rights Act:
a) The fee for one page of an extract or a copy of medical records is 14.01 PLN;
b) The fee for one page of a copy or printout of medical records is 0.49 PLN.
§12
Organization of the healthcare process involving payments
1. All healthcare services provided by the medical entity are paid services.
2. The process of providing healthcare services is conducted in accordance with the Price List of Services, annexed as Appendix No. 1 to these Regulations: https://milanovaclinic.pl/en/price-list/.
§13
Charges for healthcare services
1. The charges for healthcare services are detailed in the Price List of Services, annexed as Appendix No. 1 to these Regulations: https://milanovaclinic.pl/cennik/
2. The clinic reserves the right to change the price list and the working days and hours of individual doctors.
3. The patient is required to pay for the provided dental services immediately after the visit at the reception.
4. Payments can be made by credit card or in cash.
5. The patient may use payment options such as deferred payment for 30 days or an installment system (we assist in obtaining financing). The desire to use this payment method must be reported before the service, as it requires a 2-3 day patient verification process.
6. The patient can make a payment by bank transfer at least one day before the visit based on a proforma invoice issued by the reception.
7. The price list does not constitute a commercial offer as per Art. 66 §1 of the Civil Code and is published for informational purposes only.
8. Due to the specific nature of the dental industry, the treatment plan and costs can only be accurately determined after an examination and consultation with the dentist.
9. The prices listed in the price list may change, of which the dentist informs the patient before the procedure.
10. The detailed dental service price list is available at the reception.
11. The desire to receive an invoice must be reported before printing the receipt for the service.
12. Invoices are issued to patients within up to 3 days and sent electronically to the email address provided in the medical record.
13. For prosthetic treatment, the patient is asked to pay a deposit of at least 90% of the total value of the prosthetic restoration (at the first prosthetic visit). The remaining payment is made during the last visit related to the delivery of the prosthetic work.
14. The clinic may request a deposit for certain procedures 7 days before the planned visit, e.g., extensive prosthetic, implantological work, or treatment under anesthesia.
§14
Parking
1. There are 3 parking spaces available for patients, marked with an information sign with the clinic’s name and indicating private parking (for patients only). The parking spaces are located opposite the clinic entrance.
2. Patients with appointments are asked to provide their vehicle registration number so that the clinic staff can record it.
3. Vehicle owners who park in the clinic’s parking spaces without an appointment must pay a parking fee (unauthorized use of private property) of 500 PLN per hour or part thereof. Additionally, such a vehicle may be towed at the owner’s expense.
§15
Treatment warranty
1. We take full responsibility for the quality of our work, which is why we provide a warranty for the procedures performed at our clinic. Temporary work and treatments for which the patient has been informed of limited warranty or lack thereof and which are performed at the patient’s request are not covered. The condition for the warranty is the acceptance and full implementation of the planned dental treatment as well as mandatory follow-up visits and hygiene treatments in the clinic every 6 months as recommended by the dentist.
2. The conditions for maintaining the warranty include:
a) Professional hygiene treatment at least every six months.
b) Maintaining oral hygiene according to the hygienist’s and dentist’s instructions.
c) Attending check-ups as recommended by the dentist every six months.
d) Performing control X-rays as advised by the dentist.
3. These are general warranty rules for dental services. They may change individually for each patient. The doctor decides on the terms and length of the warranty after the examination, diagnostics, and treatment plan preparation.
4. The warranty and guarantee cease in situations such as:
a) failure to meet scheduled treatment visit dates,
b) incomplete implementation of the recommended treatment plan,
c) continuing treatment at another clinic than MILANOVA® Clinic,
d) using temporary prosthetic solutions longer than recommended by the dentist,
e) failure to make full payment for completed treatment,
f) non-compliance with the dentist’s recommendations and post-procedure instructions,
g) not attending scheduled follow-up appointments,
h) not adhering to follow-up visit recommendations, including poor oral hygiene,
i) untreated occlusal disease despite its diagnosis,
j) the natural process of bone or gum resorption,
k) continuation of treatment by another dentist or technician not employed at MILANOVA® Clinic,
l) damage resulting from improper use,
m) mechanical damage caused by external factors, including damage from accidents,
n) self-performed mechanical intervention by the patient,
o) if the patient suffers from a general illness affecting dental condition (e.g., diabetes, epilepsy, osteoporosis, allergies, post-radiation, and chemotherapy, bone diseases) that was difficult to diagnose before treatment or was concealed by the patient,
p) if the patient changes their decision on the shape or color of the tooth after the final prosthetic work is cemented, does not pick up the prosthetic work within 4 weeks from its completion by the lab, or fails to report the defect within 30 days of its occurrence.
§16
Room monitoring
1. The medical facility is monitored, covering:
– observation of common areas, i.e., the waiting room and reception, and the area in front of the clinic entrance;
– observation of rooms where healthcare services are provided, i.e., dental rooms, X-ray lab, and sterilization room.
2. Video recordings containing personal data are processed by the medical entity solely for the purposes for which they were collected, in a manner that ensures full respect for the patient’s privacy and dignity.
3. Video recording in the rooms mentioned in sec. 1 is necessary to:
– ensure the safety of employees and patients;
– protect property and maintain the confidentiality of information, including special categories of personal data, especially medical records.
4. The recordings are stored for 7 days on a secure recording device. After this period, recordings containing personal data are destroyed.
5. Detailed data processing rules in the context of video monitoring are defined in the privacy policy available at the clinic, at reception, and online at https://milanovaclinic.pl/en/privacy-policy/.
§17
Final provisions
1. The regulations are established, updated, and amended by KM SP Z OO (MILANOVA® Clinic). If employees are employed, the regulations are communicated in a customary manner.
2. In matters not covered by these regulations, generally applicable law applies.
3. The regulations are available for review upon request at the clinic’s premises at reception.
4. Information on the processing of patients’ personal data can be found in the privacy policy, available for review at the clinic, at reception, and online at https://milanovaclinic.pl/en/privacy-policy/.
5. These regulations come into force on November 8, 2024.
Patients have the right to submit comments, suggestions, and complaints to the medical staff or directly to the clinic manager/owner via email.
If you have any suggestions regarding our clinic’s work, please send an email to: biuro@milanovaclinic.pl