Important Information for Patients Attending SELUS Clinic

Effective from 18.07.2026

This page sets out the principles governing appointments, bookings, payments, cancellations, and feedback at SELUS Clinic.

Services are provided by Selus Kliinik OÜ, registry code 17517210, address Narva mnt 7b, 10117 Tallinn, Estonia.

Before Booking an Appointment

SELUS Clinic provides mental health services, including appointments with psychiatrists, psychologists, mental health nurses, and therapists, as well as diagnostic and counselling services.

Some of our services are healthcare services, while others are psychological or therapeutic services. The content, duration, and price of each service are set out in our price list.

SELUS is a private clinic. We do not have a funding agreement with the Estonian Health Insurance Fund (Tervisekassa), and we do not provide free or Tervisekassa-funded appointments on the basis of a referral. Depending on the terms of the patient’s insurance policy, the cost of a service may be reimbursed by private health insurance.

Appointments can be booked:

through the online booking system;
by email at info@seluskliinik.ee;
by phone at +372 5682 0190;
in person at the clinic.

When booking an appointment, please provide accurate personal and contact details. If you are unsure which specialist to see, our administrator can help you choose an appropriate initial appointment. The final assessment of the service, examination, or treatment required will be made by a suitably qualified specialist.

When booking an appointment for a minor or another person, the person making the booking must have that person’s consent or the legal authority to represent them.

Attending Your Appointment

Please arrive at the agreed time. Where necessary, the clinic may ask you to present a photo ID.

If you arrive late, it may not be possible to extend the appointment. If the delay means that the service can no longer be provided appropriately, the appointment may be cancelled and a late cancellation fee may apply.

Appointments are provided:

at SELUS Clinic premises;
by video, by prior agreement.

For a video appointment, the patient must have a private environment, a device with a working camera and microphone, and a sufficiently stable internet connection. If a remote appointment is not appropriate due to the nature of the service, the clinic will offer an in-person appointment where possible.

Appointments are conducted in Estonian or, by prior agreement, in another language. If you require an interpreter, please inform the clinic before your appointment.

Appointments are not recorded in audio or video format without the patient’s prior explicit consent.

Working with Your Specialist

Mental health services are based on cooperation between the patient and the specialist. The patient has the right to receive clear and understandable information about the purpose of the service, available options, expected benefits, and known risks.

After receiving the relevant explanations, the patient decides whether to consent to the proposed assessment, examination, or treatment. Consent may be withdrawn at any time, but the specialist must be informed.

Please provide the specialist with information that is as accurate and complete as possible regarding:

your current symptoms and state of health;
any medicines and dietary supplements you are taking;
previous diagnoses and treatments;
allergies, co-existing medical conditions, and any other circumstances that may affect treatment.

Incorrect or incomplete information may affect the suitability and safety of the assessment and treatment.

The specialist makes decisions based on their professional knowledge, the patient’s state of health, and applicable treatment principles. Booking an appointment does not guarantee a particular diagnosis, prescription of medication, issuance of a medical certificate, or approval of the patient’s preferred treatment plan.

Any decision to start, change, or discontinue prescription medication is made by a doctor. Patients should not alter their treatment regimen on their own initiative.

SELUS does not provide emergency medical care. If there is an immediate threat to a person’s life or health, call the emergency number 112 or go to an emergency department. In the event of an emotional crisis, the emotional support helpline is available 24 hours a day at 116 123.

If You Cannot Attend or Your Plans Change

An appointment may be cancelled or rescheduled free of charge if the clinic is notified at least 48 hours before the scheduled start time.

If notice is given later, the clinic is entitled to charge:

50% of the appointment fee if less than 48 hours but at least 24 hours remain before the appointment;
100% of the appointment fee if less than 24 hours remain before the appointment;
100% of the appointment fee if the patient does not attend and does not notify the clinic.

In the event of an unexpected and unavoidable circumstance, the clinic may, based on the patient’s explanation, reduce or waive the cancellation fee. Each case will be assessed individually.

If an appointment is cancelled for reasons attributable to the clinic or the specialist, the clinic will contact the patient and offer a new appointment. If the patient does not wish to reschedule, any amount prepaid for the service will be refunded.

Service Fees and Billing

Service fees are published in the SELUS Clinic price list. Unless otherwise agreed, the price applicable at the time the appointment was booked will apply.

Payment for services is made on the basis of an invoice issued by the clinic or another payment method offered by the clinic. Invoices must be paid by the due date stated on the invoice.

If the service is paid for by an employer, insurer, or another organisation, the patient must check before the appointment the terms and extent to which the service will be reimbursed. Any amount not reimbursed must be paid by the patient or the party ordering the service.

According to the price list, a separate fee may apply, for example, to:

issuing a repeat prescription outside an appointment;
preparing a certificate or other formal document;
preparing a written summary or assessment;
extensive review of documents;
other work performed by a specialist outside an appointment.

If an invoice remains unpaid, the clinic may suspend the booking of new appointments until the outstanding amount has been paid.

When May the Clinic Decline to Provide a Service?

A specialist may terminate or postpone an appointment or decline to provide a service if:

the requested service does not meet the patient’s needs;
the required assistance falls outside the specialist’s competence or the scope of the clinic’s operating licence;
the patient’s condition requires more urgent or different care;
information or consent necessary for the safe provision of the service is missing;
the patient attends the appointment under the influence of alcohol or narcotic substances;
the patient’s behaviour poses a risk to themselves, other people, or clinic property;
communication is threatening, violent, or repeatedly disrespectful;
the patient or the party ordering the service has an outstanding invoice with the clinic;
another significant circumstance prevents the service from being provided appropriately.

Where possible, the specialist will explain the reason for the decision and advise the patient where they may seek more appropriate assistance.

Health Data and Confidentiality

All information concerning a patient’s health, treatment, and private life is confidential.

Clinic staff and specialists use patient data only to the extent necessary to organise, provide, and document services or to fulfil the clinic’s legal obligations.

The provision of healthcare services is documented. SELUS uses eKliinik software to manage bookings and document healthcare services. Health data required by law are transmitted to the Estonian Health Information System.

Health data are not disclosed to a patient’s family member or other close person solely on the basis of their relationship to the patient. Information may be shared with the patient’s consent or where the right or obligation to disclose it arises from law.

Patients have the right to access documents prepared about them. To ensure security, the clinic may require a digitally signed request or proof of identity before releasing information. Health data are not disclosed by telephone or via unsecured email.

More detailed information about the processing of personal data is provided in the SELUS Clinic Privacy Policy.

If You Would Like to Provide Feedback

Feedback, suggestions, and complaints may be sent to info@seluskliinik.ee.

To enable us to investigate the matter properly, please include:

the patient’s name and contact details;
the date of the appointment;
the name of the service or specialist;
a description of what happened;
the outcome or resolution you are seeking.

The clinic will acknowledge receipt of a written complaint as soon as possible. A substantive response will generally be provided within 30 calendar days. If more time is required to resolve the matter, the person who submitted the complaint will be informed.

Complaints are handled confidentially and, where necessary, the specialist who provided the service may be asked to provide an explanation.

Patients also have the right to contact:

the Estonian Health Board (Terviseamet) regarding matters concerning the organisation and provision of healthcare services;
the Estonian Data Protection Inspectorate (Andmekaitse Inspektsioon) regarding matters concerning the processing of personal data;
PZU Insurance if the patient believes that they have suffered compensable harm to their health as a result of the provision of healthcare services;
a court or another competent dispute resolution body.

Validity of These Terms

SELUS may amend this information if the clinic’s services, working arrangements, or applicable legislation change. A new version will be published on the website together with its effective date.

Any matters not addressed in this document are governed by the laws of the Republic of Estonia.