Service guarantee

REGULATION on the establishment of the warranty period and service life for work in the provision of dental care in LLC “DENT-House Family Dental Clinic”.

General part

1. The Regulation was created in order to improve the regulation of relations arising between the dental clinic “KSS Dent-House” LLC and the patient for the provision of quality dental care.
2. The Regulations are developed in accordance with the Fundamentals of the Legislation of Ukraine on Health Care”, the Law of Ukraine “On Protection of Consumer Rights”, the order of the Ministry of Health of Ukraine № 305 of 21.11.2000 “On Approval of the Criteria of medical and economic evaluation of dental care at I, II and III levels (outpatient care)”, Order of 28.12.2002 № 507 “On Approval of the norms of medical care and quality indicators of medical care”.
3. KSS Dent-House LLC, provides dental care to the population and is a producer and at the same time a seller of dental services, and its patients are consumers of these services.

KSS Dent-House LLC, as a seller of dental services, is responsible for their quality and materials. In this regard, there is a need to establish warranty periods and service life in the provision of dental care. According to the current civil legislation, the patient, who is a consumer of services, in case of detection of defects in the performed services, has the right to make demands for elimination of defects and compensation of losses. The absence of warranty periods and service periods established by the manufacturer does not remove or reduce the degree of responsibility of the manufacturer for the proper quality of services According to the Law of Ukraine “On Protection of Consumer Rights”, if the service period is not established, it is equal to ten years from the date of acceptance of the work performed by the consumer, and the warranty period is six months.

The warranty period is the period during which, in the event of defects in the work performed, the patient has the right to claim, at his/her option:

• gratuitous elimination of defects in the work performed;
• a corresponding reduction in the price for the work performed;
• the repeated performance of the work or the work as a whole from material of the same quality;
• reimbursement of financial costs incurred to eliminate deficiencies in the work performed.

The warranty period is calculated from the moment of transferring the results of work to the patient, i.e. from the moment the service is rendered. The service life of the dental services provided by KCC Dent-Haus LLC (fabricated dentures, fillings, etc.) is calculated from the day of their fabrication and is determined by the period of time during which the service is usable. During the established service periods “KSS Dent-Haus” Ltd. is responsible for significant deficiencies arising through its fault as a provider. A deficiency is a non-compliance of the provided dental service with the mandatory requirements of medical standards. A significant defect is a defect that makes it impossible or inadmissible to use the result of the work in accordance with its intended purpose, or that cannot be eliminated, or that requires high costs to eliminate (e.g. complete fracture of the denture or loss of a filling). In the event that significant defects in the work performed are detected through the fault of the KSS Dent-Haus LLC doctor, the patient has the right to make a claim to the contractor for the free elimination of the defects after the expiry of the established warranty period, within the service life. If the service life is not established, then within 10 years from the date of acceptance of the work performed, the said claims must be eliminated by the doctors of the dental clinic of KSS Dent-Haus Ltd. within 20 days from the date of the patient’s claim, unless a shorter period of time is established in the contract.

If this demand is not met within the time limit, the patient has the right to demand, at his/her discretion:

• a corresponding reduction in the price of the work performed;
• reimbursement of the expenses incurred by him for elimination of defects in the work performed by his own efforts or by third parties;
• cancellation of the work contract and reimbursement of damages;

According to the current legislation, the dental clinic KSS Dent-House Ltd is obliged to:

• eliminate all defects identified by the patient within the established warranty period;
• during the specified service life – only rectify significant defects.

The dentist of KCC Dent-Haus LLC informs the patient of the prescribed service life and warranty period of the fabricated dentures, fillings, etc. The doctor of “KSS Dent-Haus” LLC provides the patient with recommendations on the necessary oral care measures (frequency of preventive examinations, hygienic measures, care of dentures, permanent care of implants, etc. in accordance with the established standards). If the patient fails to fulfil these requirements, despite his/her (the patient’s) awareness in this regard, the latter is deprived of the right to refer to deficiencies (defects) in the work resulting from non-compliance with these requirements.

The fulfilment of the warranty period of the preservation of the filling after treatment is ensured when:

• The patient’s compliance with the rules of personal oral hygiene.
• Hygienic index not exceeding 2.0 points according to Fedorov-Volodkina.
• Absence of diseases of the endocrine system, gastrointestinal tract, malignant neoplasms, radiation lesions, severe forms of mental damage, chronic alcoholism, drug addiction, substance abuse, multiple caries, inflammation of salivary glands, anomalies of the position of the teeth bite anomalies and jaw deformation.
• Absence of pregnancy pathology.
• The CPUE (caries-fillings-extracted teeth) rates for 15-25 years of age were 8 or less, 45 years and older were 12.0.
• The presence of fluoride in the water in the area of the patient’s residence from 0.8 to 1.2 mg/litre, the pH of the patient’s saliva – not lower than 6.8.
• No exposure to harmful substances at work.
• Requirements for the patient after the treatment has been carried out.

Clearly following the doctor’s recommendations; regular and competent compliance with the rules of personal oral hygiene (after training), morning and evening – brushing teeth, rinsing mouthwash after meals.

Seeing a doctor for preventive care is as common as it gets:

• for persons under 25 years of age, twice a year;
• for persons of older age groups – at least once a year;
• for persons with chronic diseases – at least 4 times a year.

Warranty period and service life of the seal

The warranty period of service of a filling at KSS Dent-Haus LLC is established from the day of completion of treatment and filling of a tooth (recorded in the medical outpatient card), and is 6 months. The service life is established from the day of completion of treatment and filling of teeth and placement of the filling, and is 12 months, subject to a control visit to the hygienist once every 6 months. Patients’ claims under the current consumer protection legislation may be submitted during the warranty period provided that the patient fulfils the following recommendations of the doctor: Compliance with the rules of personal oral hygiene (hygiene index <2). Absence of extreme conditions for the teeth (trauma, poking nuts, chewing bones, etc.) Regular preventive visits as indicated above. Reduction of the guarantee period by 50% is possible for patients with severe general diseases (endocrine disease, malignant neoplasms, mental disorders, alcoholism, drug addiction, substance abuse, etc.) in the presence of multiple acute caries, in case of poor hygiene (GI>2), about which a corresponding entry is made in the patient’s outpatient card.

Conditions of fulfilment of the warranty period for the use of dentures after the completion of prosthetics.

• The patient’s compliance with the rules of personal oral hygiene.
• Hygienic index not exceeding 2.0 points according to Fedorov-Volodkina.
• Absence of bruxism, jaw deformities, gingivitis, generalised periodontitis, aphthous stomatitis, keratosis of the oral mucosa, leukoplakia, oral manifestations of erythema multiforme exudative erythema, pemphigus, allergy to prosthetic materials (plastic, metals, alloys), common dislocation or subluxation of the temporomandibular joint. Manifestations of general oral diseases (diabetes, gastritis and neoplasms).
• Absence of manifestations of common oral diseases (diabetes, gastritis and neoplasms).
• Absence of secondary caries, pulpitis under the crown, the patient’s saliva pH is not lower than 6.8.
• No exposure to harmful substances at work.

Requirements for the patient after the prosthetics have been performed:

• Clearly following the doctor’s recommendations; regular and competent compliance with the rules of personal oral hygiene (after training), morning and evening – brushing teeth, dentures, rinse mouth and dentures after meals.
• Smoking cessation.
• Visits to the doctor for denture adjustments. Never carry out denture adjustments or repairs on your own.
• See a doctor at least once a year for preventive care and immediately in case of complications or denture breakage.

The warranty period and lifetime of the use of dentures.

The warranty service life of the dentures made in KSS Dent-Haus Ltd. is established from the date of completion of prosthetics and fixation of the denture in the oral cavity (which is recorded in the medical outpatient card) and is 12 months, subject to mandatory professional ultrasonic cleaning once every 6 months. The time of use of the denture is established from the day of completion of prosthetics and fixation of the denture in the oral cavity and is 24 months. If oral hygiene is compromised (GI>2) – the warranty period is reduced by 50%. Patients’ claims regarding dental prostheses under current consumer protection legislation may be made during the warranty period provided that the patient has complied with the recommendations of the doctor. Claims of patients regarding dental prostheses, stipulated by the applicable consumer protection legislation, may be submitted during the warranty period provided that the patient has followed the recommendations of the doctor.