Dental care terms and conditions

These terms and conditions have been established to support the quality of medical services provided by PRODENT spółka z ograniczoną odpowiedzialnością, a limited liability company registered in Wrocław. They set out the working relationship between the clinic’s staff and patients, so that care is provided in accordance with applicable law, current medical knowledge, professional ethics and due care.

I. Legal framework

These terms have been drawn up with reference to the following Polish and European legislation:

• The Civil Code (Journal of Laws 1964, No. 16, item 93, as amended, Articles 627-646 concerning liability for defects);
• the Act of 15 April 2011 on Medical Activity (Journal of Laws 2015, item 618, as amended);
• the Act of 5 December 1996 on the Professions of Doctor and Dentist (Journal of Laws 2011, No. 277, item 1634, as amended);
• the Act of 6 November 2008 on Patients’ Rights and the Patient Rights Ombudsman (Journal of Laws 2012, item 159, as amended);
• the Act of 28 April 2011 on the Healthcare Information System (Journal of Laws 2015, item 636, as amended);
• the Personal Data Protection Act of 10 May 2018 (Journal of Laws 2018, item 1000);
• the Regulation of the Minister of Health of 21 December 2010 on the types and scope of medical records (Journal of Laws 2014, item 177, as amended);
• Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 (GDPR), and the Regulation of the Minister of the Interior and Administration of 29 April 2004 on documentation of personal data processing (Journal of Laws No. 100, item 1024).

II. General provisions

1. PRODENT sp. z o.o. provides healthcare at ul. Prudnicka 3/1u in Nysa. All dental services are privately funded; the clinic does not provide treatment under contracts with the Polish National Health Fund (NFZ).
2. These terms define the rights and obligations of patients and staff. They apply to everyone receiving care and everyone working at the clinic, regardless of the form of their employment.

III. Definitions

For the purposes of these terms:

• Patient means an individual using the clinic’s services.
• Staff means all medical and administrative personnel employed at the clinic.
• Clinic means PRODENT sp. z o.o., with its registered office at ul. Marsz. Józefa Piłsudskiego 74/320, 50-529 Wrocław, Poland; National Court Register (KRS) number 0001094398; tax identification number (NIP) 8971935387.
• Terms means this document setting out the rules for providing dental services.
• Medical service means a dental appointment, consultation or procedure provided at the clinic.
• First visit means a diagnostic consultation preceded by completion of the necessary medical paperwork.
• Telephone consultation (ePorada) means a remote dental consultation by telephone at an agreed time.
• Booking deposit (zadatek) means part of the fee collected to secure an appointment.
• Statutory liability for defects (rękojmia) means the clinic’s liability for defects in a service under the Polish Civil Code.
• Health questionnaire means the form in which a patient provides information about their health.
• NFZ means Poland’s National Health Fund.
• GDPR means Regulation (EU) 2016/679 on personal data protection.
• BHP means the occupational health and safety rules applicable to healthcare facilities.
• PPOŻ means the fire safety rules applicable to buildings and premises.

IV. Organisation and location of care

1. The clinic consists of a manager, medical staff (dentists and dental hygienists), support staff (reception) and diagnostic facilities.
2. Services are provided in person at ul. Prudnicka 3/1u and remotely through telephone consultations.

V. Scope of services

1. The clinic provides comprehensive dental care, including prevention (check-ups, scaling and air polishing), restorative dentistry and root canal treatment, prosthodontics, implants, orthodontics, periodontology, oral surgery, children’s dentistry, cosmetic dentistry, X-ray diagnostics (digital intraoral radiography and panoramic imaging), and dental physiotherapy.
2. Oral surgery, including extractions, root-end surgery, implant procedures and procedures under local anaesthesia or sedation, is preceded by a detailed assessment. This includes a medical history, examination, review of X-rays and an anaesthetic consultation where needed.
3. All surgical procedures follow aseptic and antiseptic protocols and include monitoring of the patient’s vital signs.
4. Surgical staff hold the qualifications required by the Act of 5 December 1996 on the Professions of Doctor and Dentist. Each procedure follows current Polish Dental Society guidance.

VI. Telephone consultations

1. Telephone consultations take place during the clinic’s designated hours: Monday to Friday, 10:00-12:00 and 15:00-18:00, and Saturday, 10:00-12:00.
2. Patients book through iprodent.pl or by telephone, providing their first name, surname and telephone number.
3. Once payment has been received, a dentist contacts the patient within 24 hours. If the patient cannot be reached or declines the call, the consultation is treated as completed and the fee is not refunded.
4. A telephone consultation provides remote advice. It does not replace an in-person appointment and does not include radiological diagnostics.

VII. First visit and health questionnaire

1. Appointments can be booked in person, by telephone, by email at biuro@iprodent.pl, or through the website.
2. Reception advises which clinician the patient will see and the approximate appointment length. Patients should arrive 20 minutes before their first visit to complete the health questionnaire, data protection consent and other necessary consent forms.
3. Patients must show proof of identity. Refusal to complete the questionnaire results in refusal of services, except where there is an immediate threat to life.
4. Surgical, implant, root canal, prosthodontic, orthodontic and periodontal procedures require prior written consent to treatment and acceptance of the treatment plan and cost estimate.
5. If, during a familiarisation or diagnostic appointment, a patient under 16 does not cooperate sufficiently for the required history or examination to be completed, despite the presence of their legal representative, the consultation is treated as completed. The patient’s legal guardian is then charged PLN 200, corresponding to the actual cost of staff time.

VIII. Booking, confirming and cancelling appointments

1. Reception confirms each appointment by telephone or text message one working day in advance.
2. Patients must give at least 24 hours’ notice of cancellation. If they fail to attend without notice, they may be charged PLN 400 (four hundred Polish złoty) for preparing the appointment, including reserving the surgery and the dentist’s time. This amount does not exceed the actual necessary preparation cost.
3. Failure to confirm an appointment by 17:00 following the contact described above may result in cancellation. Patients can join a waiting list and will be contacted by reception if an appointment becomes available.

IX. Late arrival

1. If a patient expects to be late, they should promptly contact reception on +48 570 400 405 or at biuro@iprodent.pl.
2. Arriving more than 15 minutes late may be treated as giving up the appointment.
3. A dentist may see a late patient if doing so does not affect subsequent patients. The planned service may be shortened.

X. Appointments for children

1. Patients under 16 receive care in the presence of a legal representative or after written consent has been obtained from their guardian.
2. The clinic recommends a familiarisation visit for patients under 16.

XI. Medical records

1. Medical records are kept electronically in accordance with Polish medical records legislation and the Regulation of the Minister of Health of 21 December 2010.
2. The medical record contains identification details, medical information and a description of the course of treatment.

XII. Personal data protection

1. The data controller is PRODENT sp. z o.o., ul. Marsz. Józefa Piłsudskiego 74/320, 50-529 Wrocław, Poland; KRS 0001094398; NIP 8971935387.
2. The contact for data protection matters is Maciej Cisakowski, telephone +48 570 400 405.
3. Patient data is processed for:
   • providing healthcare (Article 6(1)(c) and Article 9(2)(h) GDPR);
   • maintaining medical records, financial settlements and accounts, and providing telephone consultations (Article 6(1)(b) GDPR);
   • premises security and video surveillance (Article 6(1)(f) GDPR);
   • marketing the clinic’s own services, solely with the patient’s separate consent (Article 6(1)(a) GDPR).
4. Categories of data include identification details (name, PESEL number and address), contact details (telephone and email), medical information (history and diagnoses), and financial information (invoices and payment history).
5. Recipients may include clinic staff, diagnostic laboratories, IT providers, public bodies (NFZ, UODO and courts), and other bodies where permitted by law.
6. Patients have rights of access, rectification, erasure, restriction of processing, portability and objection, and the right to complain to the President of UODO.

XIII. Payments

1. Payment is made at reception immediately after the appointment, by cash, payment card or bank transfer.
2. Instalment payment plans are not currently available through our English-language service or other non-Polish-language services.
3. Invoices are issued within 3 working days of payment and sent electronically to the email address in the patient’s medical record.
4. The dental price list is available at reception and on the clinic’s website, www.iprodent.pl.
5. Published prices are for information and do not constitute a commercial offer within the meaning of Article 66 §1 of the Polish Civil Code. Final charges are agreed individually before treatment, based on a detailed estimate provided after consultation.
6. For costly procedures, including prosthodontic work, implants or other complex treatment, advance payment of 50-100% of the service price may be required. The advance is credited towards the final price, refunded or transferred to another appointment.

XIV. Guarantee and statutory liability for defects

1. The clinic provides a two-year guarantee for composite fillings and root canal treatment, and a two-year guarantee for prosthodontic work and implants.
2. The guarantee requires compliance with hygiene recommendations at least every 6 months, attendance at check-ups and completion of recommended X-rays.
3. Inadequate oral hygiene, failure to follow the dentist’s instructions and smoking automatically invalidate the guarantee for the work carried out.
4. The terms provide for statutory liability for defects under the Polish Civil Code for 12 months for fillings in permanent teeth, 6 months for fillings in baby teeth and 24 months for prosthodontic work.
5. Complaints should be submitted in writing or by email to biuro@iprodent.pl. A response is provided within 14 days of receipt by the clinic.

XV. Complications

Patients must take into account that medical complications can occur despite the dentist exercising the highest level of care. These include pain, swelling, bleeding, allergic reactions, tooth fractures and restricted mouth opening. These terms exclude the clinic’s liability for complications arising from an individual’s bodily response or natural processes in the mouth.

XVI. Health, safety and fire precautions

1. Patients must follow the clinic’s health, safety and fire instructions. All rooms have marked evacuation routes and firefighting equipment as required by applicable regulations.
2. The health, safety and fire instructions are available at reception.

XVII. Video surveillance

1. Under Article 23a(1) of the Act of 15 April 2011 on Medical Activity, video surveillance is used only in the clinic’s publicly accessible areas: reception and the waiting room.
2. The system continuously records images, without sound, to protect people on the premises and the clinic’s property.
3. Recordings are stored securely on electronic media for no longer than 3 months and are then automatically deleted, unless they must be retained as evidence in proceedings conducted by authorised bodies.
4. Only persons designated by the clinic manager and authorised supervisory or law enforcement bodies may access recordings. Visible signs inform patients and visitors that surveillance is in operation.

XVIII. Quality policy

1. PRODENT sp. z o.o. undertakes to provide services to the highest standard. Staff attend regular training. The medical manager oversees quality control, including record audits, sterilisation validation, equipment inspections and reviews of postoperative cases.
2. Every oral surgery procedure is subject to additional monitoring of complication indicators. Results are discussed at internal team meetings.

XIX. Anaesthesia and sedation

1. Before surgery, a doctor assesses the patient’s suitability for local anaesthesia. Where needed, the patient has an additional anaesthetic or cardiology consultation.
2. All anaesthetic and sedative medicines used are entered in the medical record.
3. During anaesthetic procedures, the patient’s vital signs (ECG, blood pressure and oxygen saturation) are monitored continuously. Anaesthetic staff hold the qualifications required by law.

XX. Clinical photography

The clinic takes photographs before and after procedures to document treatment. Patients sign a separate consent form for taking, storing and, where applicable, using photographs in their internal medical records. Educational or marketing use requires additional, express consent.

XXI. Medical emergencies

If a patient’s condition suddenly deteriorates, for example through fainting, anaphylaxis or severe bleeding, staff follow first-aid procedures, use the equipment available and call an ambulance where necessary.

XXII. Follow-up after surgery

1. Patients receive a follow-up schedule after surgical and implant treatment. Attendance is required at 1 week, 1 month and 6 months after the procedure to assess healing and the outcome of implant placement.
2. Failure to follow this schedule may lead to loss of the guarantee and exclusion of liability for the services provided.

XXIII. Patient satisfaction

The clinic encourages patients to complete anonymous satisfaction surveys after treatment. Feedback is reviewed and used to improve standards of care.

XXIV. Escalating a complaint

Patients who are not satisfied with the outcome of an internal complaint may contact the Patient Rights Ombudsman or the Municipal Consumer Ombudsman. Contact details for these institutions are available at reception and on www.iprodent.pl.

XXV. Refusal or suspension of services

The clinic may decline to start or may suspend services if a patient refuses to complete required paperwork, attends under the influence of alcohol or drugs, does not follow medical instructions or behaves aggressively. For telephone consultations, the fee is not refunded if the patient does not answer the call.

XXVI. Complaints and requests

1. Patients may make complaints and requests verbally at reception or in writing to Prudnicka 3/1u, 48-300 Nysa, Poland.
2. Every submission will be considered. A written response will be provided within 14 days if requested by the patient.

XXVII. Final provisions

1. These terms took effect on 1 July 2025 and remain in force until amended.
2. Patients will be informed of changes at least 7 days before they take effect, through publication at the clinic and on www.iprodent.pl.
3. Matters not covered by these terms are governed by applicable legislation.