Identification of the Medical Institution and Legal Basis of Operation

SIA MentalPro is a medical institution operating in accordance with the laws and regulations of the Republic of Latvia and duly registered in compliance with applicable legal requirements.

Medical Institution Address (Actual Address):
Miera iela 15, Centra rajons, Rīga, LV-1001, Latvia
Registered Office (Legal Address):
Lazdonas iela 1A, Madona, Madonas novads, LV-4801, Latvia

Company Registration Number (VAT Register): 40203460614
Medical Institution Code: 001000135

Contact Information
Telephone: +371 20 68 1994
E-mail: mentalpro.lv@gmail.com
Website: www.mentalpro.lv

1. GENERAL PROVISIONS

"MentalPro" is a medical institution providing mental health services, including psychiatric care, psychotherapy, psychological counselling, and other forms of specialised assistance. This document sets out the rights and obligations of patients, the procedures governing interactions with the clinic and its specialists, and the fundamental principles of service provision.

By contacting "MentalPro", the patient confirms that they have read these rules and agree to comply with them.

2. PATIENT RIGHTS

2.1 Right to Quality Healthcare
The patient has the right to receive professional, safe, high-quality care based on current scientific evidence. All services are provided in accordance with professional ethics and with respect for the patient's dignity, beliefs, individuality, and personal characteristics.

2.2 Right to Respectful Treatment
Every patient has the right to respectful, courteous, and non-discriminatory treatment by clinic staff. Discrimination based on age, sex, nationality, language, religion, disability, sexual orientation, social status, or health condition is not permitted.

2.3 Right to Information
The patient has the right to receive clear and understandable information regarding:

• their health condition;
• the presumed diagnosis;
• the goals and objectives of treatment;
• proposed examination and treatment methods;
• the potential benefits and limitations of treatment;
• possible risks and side effects;
• alternative treatment or support options;
• the cost of services.

The patient has the right to ask questions and receive answers in an understandable form.

2.4 Right to Choose a Specialist
The patient has the right to independently choose a specialist and, where possible, change specialists during the course of treatment.

2.5 Right to a Second Opinion
The patient has the right to obtain an independent opinion from another specialist regarding a diagnosis, treatment plan, or recommendations.

2.6 Right to Informed Consent
Any examination, consultation, or treatment is provided only after obtaining the patient’s informed consent in cases required by law.
The patient has the right to refuse examinations, psychotherapy, medication, or other medical interventions, understanding the potential consequences of such a decision.

2.7 Right of Access to Medical Records
The patient has the right to review their medical records and obtain extracts, certificates, and copies of documents in accordance with applicable legislation.

2.8 Right to Submit Complaints and Suggestions
The patient has the right to contact the clinic administration with complaints, comments, or suggestions regarding the quality of services or healthcare provided. All submissions shall be reviewed within the timeframes and procedures established by applicable legislation.

3. CONFIDENTIALITY

3.1 Protection of Information
The fact that a patient has contacted the clinic, the content of consultations, diagnoses, examination results, and all other information relating to the patient are confidential.

3.2 Processing of Personal Data
Personal data are processed in accordance with the requirements of the General Data Protection Regulation (GDPR), the laws and regulations of the Republic of Latvia, and the clinic’s Privacy Policy.

3.3 Exceptions to Confidentiality
Information may be disclosed without the patient’s consent only in cases provided for by law, including:

• where there is a serious threat to the life or health of the patient;
• where there is a threat to the life or safety of other persons;
• where disclosure is required by lawful requests from public authorities;
• in other cases provided for by applicable laws and regulations.

4. SPECIFIC ASPECTS OF MENTAL HEALTH CARE

4.1 Treatment Objectives
The objective of MentalPro specialists is to improve the patient’s mental health and quality of life, reduce the severity of symptoms, strengthen psychological resilience, and enhance the patient’s ability to cope with life’s challenges.

4.2 Potential Risks
During the course of treatment, the following may occur:

• temporary intensification of emotional experiences;
• discomfort when discussing personal or traumatic events;
• the need to reconsider established patterns of behaviour;
• emotional reactions arising from psychotherapeutic work;
• side effects of medication;
• the need to modify previously prescribed treatment;
• failure to achieve the expected outcome if the specialist’s recommendations are not followed.

4.3 No Guaranteed Outcome
The clinic and its specialists cannot guarantee the achievement of any specific treatment outcome, as the effectiveness of care depends on numerous factors, including the patient’s individual characteristics, the severity of their condition, the regularity of attendance, and adherence to professional recommendations.

5. ONLINE CONSULTATIONS
When participating in online consultations, the patient agrees to:

• be located in a safe and private environment;
• use functioning and reliable technical equipment;
• ensure a stable internet connection;
• prevent the presence of third parties unless previously agreed upon with the specialist.

The clinic shall not be responsible for technical failures related to the patient’s equipment or internet connection.

6. PHOTO, VIDEO, AND AUDIO RECORDING
To ensure confidentiality and the safety of patients, photo, video, and audio recording of consultations is permitted only with the prior consent of all participants. Unauthorised recording may constitute grounds for terminating the consultation or refusing the provision of further services.

7. PATIENT OBLIGATIONS
The patient is required to:

• provide accurate information regarding their health condition;
• disclose previous treatments received and medications currently being taken;
• inform the specialist of any allergies, addictions, or chronic medical conditions;
• follow agreed recommendations provided by specialists;
• notify the clinic of any significant changes in their health condition;
• comply with the clinic’s internal rules and procedures;
• treat staff members and other patients with respect;
• pay for services rendered in a timely manner.

8. COMMUNICATION WITH SPECIALISTS
Email, telephone, messaging applications, and social media channels are used primarily for administrative purposes, including:

• appointment scheduling;
• rescheduling or cancellation of appointments;
• document processing;
• transmission of administrative information.

Consultations between appointments, medical opinions, and emergency assistance are not guaranteed through these communication channels.

9. EMERGENCY AND CRISIS SITUATIONS
MentalPro is not an emergency medical service.

In the event of:

• suicidal intentions;
• an immediate threat to life;
• a severe mental health crisis;
• a psychotic condition;
• a significant deterioration in mental health;

the patient must immediately contact the Emergency Medical Service by calling 113 or seek assistance at the nearest medical institution.

10. ATTENDANCE AT APPOINTMENTS
Patients are expected to arrive on time for their appointments.
If a patient arrives late, the duration of the consultation may be shortened in order to maintain the specialists’ schedule and protect the rights of other patients. Late arrival shall not constitute grounds for extending the consultation or reducing the service fee.

11. CANCELLATION AND RESCHEDULING OF APPOINTMENTS
Patients are kindly requested to notify the clinic of any cancellation or rescheduling at least 24 hours before the scheduled appointment time.

Appointments may be cancelled through the clinic administrator by telephone, email, or other official communication channels.
In the event of a missed appointment without prior notice, the clinic reserves the right to:

• require advance payment for future appointments;
• restrict appointment booking opportunities in cases of repeated non-attendance.

12. SAFETY AND RESPECTFUL ENVIRONMENT
To ensure the safety of patients and staff, the following are not permitted within the clinic:

• aggressive behaviour;
• threats, harassment, or abusive conduct towards staff or patients;
• breaches of other patients’ confidentiality;
• damage to clinic property;
• attendance at consultations while under the significant influence of alcohol or narcotic substances.

In the event of violations of these requirements, the clinic may refuse to provide further services to the extent permitted by applicable law.

13. TERMINATION OF TREATMENT
The patient has the right to discontinue treatment at any time.
A specialist may recommend the conclusion of therapy, a change in the format of care, or referral to another specialist if further work falls outside their professional competence or is not in the patient’s best interests.

14. FINAL PROVISIONS
These Rules constitute a public document and apply to all patients of MentalPro.
The clinic reserves the right to amend this document in accordance with applicable legislation and the institution’s internal procedures.
The current version of the document shall be published on the clinic’s official website.

Dated: 01 April 2026