Identification of the Medical Institution and Legal Basis for Its Activities
SIA “MentalPro” is a medical institution operating in accordance with the laws and regulations of the Republic of Latvia and registered in accordance with the procedure prescribed by law.

Company registration number: 40203460614
Medical institution code: 001000135

The personal data controller is: SIA “MentalPro”
Registration No.: 40203460614
VAT No.: LV40203460614
Medical institution code: 001000135
Registered address: Lazdonas iela 1A, Madona, Madonas novads, LV-4801
Actual address of the medical institution: Miera iela 15, Rīga, LV-1001

Contact information regarding the processing of personal data:
Phone: +371 20 681 994
Email: mentalpro.lv@gmail.com
Website: www.mentalpro.lv

1. GENERAL PROVISIONS
SIA “MentalPro” is a medical institution providing mental health services, including psychiatric care, psychological counselling, psychotherapy, and other services within the scope of the clinic’s professional competence.

These Clinic Rules define the rights and obligations of patients, the procedure for receiving services and interacting with SIA “MentalPro”, its healthcare professionals and other specialists, as well as the fundamental principles governing the provision of services.

Services are provided in accordance with the applicable laws and regulations of the Republic of Latvia, the principles of professional ethics, and within the scope of the professional competence of the respective specialist. By contacting SIA “MentalPro” and receiving services from the clinic, the patient is required to familiarise themselves with these Rules and comply with the procedures established herein.

These Rules apply both to services provided in person and to services provided remotely, unless otherwise stipulated by the nature of the specific service or applicable laws and regulations.



2. PATIENT RIGHTS
2.1. Right to High-Quality and Professional Care
The patient has the right to receive professional, safe, and high-quality medical care and other services provided by the clinic in accordance with the competence of the respective specialist, professional standards, principles of professional ethics, and the requirements of applicable laws and regulations.

When providing services, respect shall be shown for the patient’s individuality, privacy, dignity, individual needs, and rights.

2.2. Right to Respectful and Equal Treatment
The patient has the right to respectful, appropriate, and non-discriminatory treatment by the employees, healthcare professionals, and other specialists of SIA “MentalPro”.

Unjustified differential treatment or discrimination is not permitted, including on the grounds of age, sex, race or ethnic origin, nationality, language, religious or other beliefs, disability, sexual orientation, social status, or health condition.

2.3. Right to Information
The patient has the right to receive timely and understandable information about the medical care and services provided to them, to the extent necessary to make an informed decision.

Depending on the type of service and the particular circumstances, the patient has the right to receive information about:

• their health condition and its assessment;
• an established or suspected diagnosis, where applicable;
• the objectives and course of the proposed treatment, therapy, or other service;
• the proposed methods of examination, treatment, and therapy;
• the expected benefits and possible limitations;
• the most significant risks and possible side effects;
• possible alternative methods of treatment or care;
• the possible consequences of refusing the proposed treatment or service;
• the cost of the service and payment arrangements.

The patient has the right to ask questions and receive understandable answers within the scope of the specialist’s professional competence.

2.4. Right to Choose a Specialist
The patient has the right to choose a specialist at SIA “MentalPro”, taking into account the type of service required, the specialist’s professional competence, and their availability.

The patient has the right to request a change of specialist. A change of specialist shall be arranged where possible, taking into account the availability of the clinic’s specialists and the specifics of the particular service.

2.5. Right to a Second Opinion
The patient has the right to consult another appropriately qualified specialist in order to obtain an independent opinion regarding their health condition, diagnosis, treatment plan, or recommendations received.

SIA “MentalPro” does not restrict the patient’s right to consult other healthcare professionals or seek assistance from other medical institutions.

2.6. Right to Informed Consent and Refusal of Treatment
Before treatment, examination, or any other medical intervention is commenced, the patient shall be provided, to the extent required by applicable laws and regulations, with the information necessary to make an informed decision.

Treatment shall be provided with the patient’s informed consent, except in cases specifically provided for by applicable laws and regulations.

The patient has the right to refuse the proposed treatment, examination, medication therapy, or other medical intervention, as well as to withdraw previously given consent. Before refusing, the patient shall be informed of the possible consequences of such a decision to the extent necessary and possible in the particular circumstances.

2.7. Right of Access to Medical Records
The patient has the right to access their medical records and obtain extracts, copies, or other reproductions of the information contained therein in accordance with the procedures and to the extent provided for by applicable laws and regulations.

Access to medical records and the personal data contained therein shall be provided in compliance with the patient’s right to privacy, confidentiality and personal data protection requirements, as well as the rights of other persons.

2.8. Right to Submit Complaints, Applications, and Suggestions
The patient has the right to submit a complaint, application, or suggestion to the administration of SIA “MentalPro” regarding the provision of services, the treatment process, the quality of service, or other matters related to the clinic’s activities.

SIA “MentalPro” shall review received submissions in accordance with their content and the requirements of applicable laws and regulations.

The mere fact that a complaint has been submitted shall not constitute grounds for unfavourable or discriminatory treatment of the patient.

The patient also has the right to contact the competent public authorities in accordance with the procedures established by applicable laws and regulations.


3. CONFIDENTIALITY
3.1. Confidentiality of Patient Information
Information concerning the patient’s contact with SIA “MentalPro”, their health condition, the content of consultations and the treatment process, an established or suspected diagnosis, examination results, services received, as well as any other information obtained in connection with the provision of services, is confidential and protected in accordance with the requirements of applicable laws and regulations.

Access to patient information is granted only to those healthcare professionals, specialists, employees, and other authorised persons who require such information for the performance of their professional or official duties and who are required to comply with confidentiality obligations.

Patient information shall not be disclosed to third parties without the patient’s consent, except in cases provided for by applicable laws and regulations.

3.2. Processing and Protection of Personal Data
The patient’s personal data, including health data and other special categories of personal data, are processed in accordance with the General Data Protection Regulation (GDPR), the laws and regulations of the Republic of Latvia, and the Privacy Policy of SIA “MentalPro”.
Personal data are processed solely for specified and lawful purposes and only to the extent necessary for the organisation and provision of the relevant service, the provision of treatment, the maintenance of medical records, and the fulfilment of the legal obligations of SIA “MentalPro”.

Detailed information on the categories of personal data, the purposes and legal bases for their processing, data recipients, retention periods, and the patient’s rights is provided in the Privacy Policy of SIA “MentalPro”.

3.3. Limitations of Confidentiality and Disclosure of Information
Patient information may be disclosed without the patient’s consent only in the cases and to the extent provided for by applicable laws and regulations.

Such cases may include situations where:

• the disclosure of information is necessary to prevent a significant threat to the life or health of the patient or another person, provided that there is a legal basis for such disclosure under applicable laws and regulations;
• the information is requested by a state or municipal authority, law enforcement authority, court, or other competent authority legally entitled to obtain such information;
• the transfer of information is necessary to ensure the provision of treatment or medical care in cases provided for by applicable laws and regulations;
• the disclosure or transfer of information is required by other applicable laws and regulations.

In such cases, SIA “MentalPro” shall disclose information only to the extent necessary to achieve the specific lawful purpose and permitted by applicable laws and regulations.


4. SPECIFIC ASPECTS OF MENTAL HEALTH CARE
4.1. Goals of Care and Treatment
The aim of the work carried out by SIA “MentalPro” specialists is, in accordance with the type of service provided and the specialist’s professional competence, to contribute to improving the patient’s mental health and quality of life, reducing the severity of symptoms, improving emotional well-being, developing psychological resilience, and strengthening the patient’s ability to cope with everyday and life challenges.

The specific goals of care, therapy, or treatment are determined individually, taking into account the patient’s needs, health condition, the selected service, and the specialist’s professional assessment.

The treatment or therapy plan and recommendations may be reviewed and adjusted as necessary, taking into account the patient’s health condition, the course of treatment, and the results achieved.

4.2. Possible Risks and Specific Aspects of the Treatment Process
During the provision of psychological, psychotherapeutic, and psychiatric care, depending on the method used, the patient’s individual circumstances, and their health condition, temporary emotional or psychological discomfort may occur.

Possible reactions and risks may include:

• a temporary increase in emotional distress or certain symptoms;
• emotional discomfort when discussing personal, difficult, or traumatic experiences;
• more intense emotional reactions during or after therapy or consultation;
• the need to reconsider habitual patterns of thinking, behaviour, or relationships;
• in the case of medication treatment, possible side effects or individual reactions to prescribed medicines;
• the need to modify or adjust a previously selected treatment or therapy plan;
• treatment or therapy outcomes differing from those initially expected.

Within the scope of their professional competence, the specialist shall inform the patient of significant foreseeable risks, benefits, limitations, and possible alternatives associated with a particular treatment or therapy method, where such information is necessary for the patient to make an informed decision.

If the patient’s health condition deteriorates significantly during treatment or therapy, if serious side effects occur, or if there are other significant changes, the patient should inform the treating specialist.

4.3. Treatment Outcomes
SIA “MentalPro” and its specialists cannot guarantee a specific outcome of treatment, therapy, or consultations, nor can they specify an exact period within which such an outcome will be achieved.

The effectiveness of care may be influenced by various interrelated factors, including the patient’s individual characteristics and health condition, the nature and duration of the problem, the selected treatment or therapy method, cooperation with the specialist, regularity of consultations, adherence to recommendations, as well as other individual and external circumstances.

Within the scope of their professional competence, the specialist selects and recommends an approach to care that is appropriate to the particular situation and, where necessary, reviews and adjusts it during the course of treatment or therapy.



5. ONLINE CONSULTATIONS
SIA “MentalPro” may provide certain services remotely using a communication platform agreed upon between the clinic and the patient. The possibility of conducting a remote consultation is assessed taking into account the type of service, the patient’s individual circumstances, and the specialist’s professional assessment.

When participating in a remote consultation, the patient should, where possible:

• be in a safe and private environment that ensures the confidentiality of the consultation;
• use a properly functioning technical device equipped with the necessary hardware for the consultation;
• ensure a sufficiently stable internet connection;
• ensure that no third parties are present, listening to, or participating in the consultation without prior agreement with the specialist;
• promptly inform the specialist of any technical problems or other circumstances that may interfere with the consultation.

SIA “MentalPro” takes reasonable measures to ensure the confidentiality and security of remote consultations; however, remote communication may involve technical risks, including interruptions to the internet connection, audio or video issues, and disruptions in the operation of third-party communication platforms.

SIA “MentalPro” shall not be liable for disruptions to the consultation resulting from malfunctions of the patient’s device, software, internet connection, or other technical circumstances beyond the control of SIA “MentalPro”.

If technical problems make it impossible to continue the remote consultation, the patient and the specialist shall agree on further steps, including continuing the consultation at another time or in another appropriate format.

If the specialist determines that a remote consultation is unsuitable or insufficient in a particular situation to meet the patient’s needs or ensure their safety, the patient may be advised to attend an in-person consultation or seek another appropriate form of care.

Audio, video, or any other recording of a remote consultation is permitted only with the prior agreement of all persons participating in the consultation and in compliance with applicable personal data protection and confidentiality requirements.



6. PHOTO, VIDEO, AND AUDIO RECORDING
To protect the privacy, confidentiality, and personal data of the patient, the specialist, and other persons involved, photography, video recording, audio recording, screen recording, or any other form of recording of a consultation, therapy session, or the provision of other services is permitted only with the prior consent of all persons involved.

Before any recording begins, the purpose of the recording and the manner in which it will subsequently be used must be clearly defined. Use of the recording for any other purpose, including its publication, distribution, or disclosure to third parties, is permitted only where there is an appropriate legal basis and in compliance with applicable personal data protection and confidentiality requirements.
If a patient or another person makes an unauthorised recording of a consultation or therapy session, the specialist has the right to require that the recording be stopped immediately and may also terminate the consultation if confidentiality cannot be ensured or professional interaction cannot be continued.

In the event of repeated or serious violations of these Rules, SIA “MentalPro” may review the possibility of further cooperation, taking into account the patient’s rights, the principles of continuity of medical care, and the requirements of applicable laws and regulations.



8. COMMUNICATION WITH SPECIALISTS
Communication with SIA “MentalPro” and its specialists by email, telephone, messaging applications, or social media is primarily intended for organisational and administrative matters, including:

• booking consultations and other services;
• obtaining information about services, specialist availability, and prices;
• confirming, rescheduling, or cancelling appointments;
• arranging documents related to the provision of services and exchanging administrative information;
• addressing other matters related to the organisation and provision of services.

Communication channels, including email, telephone, WhatsApp, Telegram, and social media messaging services, are not intended for obtaining emergency medical or psychiatric care and are not monitored continuously.

Specialist consultations, comprehensive assessment of a patient’s health condition, diagnosis, changes to a treatment plan, prescription of medicines, or other medical decisions outside a consultation are not guaranteed and may only be provided where the respective specialist considers this professionally and legally appropriate.

Response times via email, messaging applications, or social media may vary; therefore, patients should not use these communication channels in situations requiring immediate assistance.

When sending information about their health condition or other personal data through electronic communication channels, patients should be aware that certain communication services are provided by third parties. Information regarding the processing of personal data and the service providers used is available in the Privacy Policy of SIA “MentalPro”.

Individual arrangements for communication between consultations may be agreed separately between the patient and the specialist, taking into account the nature of the specific service and the conditions of the specialist’s professional practice.



9. EMERGENCY AND CRISIS SITUATIONS
SIA “MentalPro” is not an emergency medical service and does not provide 24-hour emergency or crisis care.
The telephone, email, messaging applications, social media accounts, and other routine communication channels of SIA “MentalPro” are not monitored continuously and are not intended for obtaining emergency assistance.

Immediate emergency medical assistance should be sought if there is an immediate or significant threat to the life or health of the patient or another person, including where:

• there are suicidal intentions, a suicide plan, or suicidal actions;
• there is a risk of self-harm or another immediate threat to oneself;
• there is a risk of causing serious harm to another person;
• the patient is experiencing an acute or severe mental health crisis;
• severe psychotic symptoms are present or the patient’s perception of reality is significantly impaired;
• the patient’s mental or physical condition is deteriorating rapidly and significantly;
• there are other circumstances requiring immediate medical assessment or assistance.

In such situations, the patient should immediately contact the Emergency Medical Service by calling 113 or go to the nearest medical institution providing the necessary emergency care.

If the threat is immediate, the patient should not wait for a response from a SIA “MentalPro” specialist or for the next scheduled consultation.

If changes in the patient’s condition do not require emergency care but cause concern or may affect the treatment or therapy process, the patient is advised to inform their treating specialist as soon as possible and agree on further steps.


10. PROCEDURE FOR ATTENDING CONSULTATIONS

• The patient must arrive for an in-person consultation or join a remote consultation at the agreed time.
• The patient is advised to plan their arrival in advance, taking into account the time that may be required for registration or other organisational matters before the consultation.
• If the patient is late for the start of a consultation, the specialist will, where possible, conduct the consultation during the remaining reserved time. The duration of the consultation may be shortened in order not to disrupt the specialist’s schedule or the appointment times of subsequent patients.
• The patient’s late arrival does not constitute grounds for extending the consultation beyond the reserved time or reducing the cost of the service.
• In the event of a significant delay, where the remaining time is insufficient to conduct the consultation fully and professionally, the specialist may assess whether the consultation can proceed and, if necessary, suggest arranging another appointment time.
• If the patient expects to be late, they should, where possible, inform the administration of SIA “MentalPro” or the relevant specialist in advance using the communication channels specified by the clinic.
• The duration of the consultation and the cost of the service are determined according to the selected service and the current price list of SIA “MentalPro”.

11. CANCELLATION AND RESCHEDULING OF APPOINTMENTS

• If the patient is unable to attend a scheduled consultation, they must notify the administration of SIA “MentalPro” of the cancellation or rescheduling no later than 24 hours before the scheduled start time of the consultation.
• An appointment may be cancelled or rescheduled by contacting the administration of SIA “MentalPro” by telephone, email, or through other official communication channels specified by the clinic.
• If an appointment is cancelled or rescheduled within the required notice period, the patient will, where possible, be offered another available consultation time.
• If the patient does not attend a scheduled consultation and fails to notify the clinic or the specialist in advance, SIA “MentalPro” has the right to require prepayment for subsequent consultations.
• In the event of repeated no-shows or systematic late cancellations, SIA “MentalPro” may introduce additional booking conditions or restrict the possibility of making future appointments, taking into account the specific circumstances, the specialist’s availability, and the need to organise appointments for other patients efficiently.
• If a consultation cannot take place for reasons attributable to SIA “MentalPro” or the specialist, the clinic will contact the patient and, where possible, offer an alternative consultation time.
• In the event of an emergency or objectively unforeseen circumstances, cancellation or rescheduling may be considered on an individual basis.

12. SAFETY AND A RESPECTFUL ENVIRONMENT
The aim of SIA “MentalPro” is to provide a safe, respectful, and professional environment for patients, employees, specialists, and other persons present on the clinic’s premises or participating in remote interactions.

The following conduct is not permitted on the clinic’s premises or when communicating with the employees and specialists of SIA “MentalPro”:

• aggressive, violent, or intentionally disruptive behaviour;
• threats, physical or verbal abuse, insults, intimidation, or harassment;
• discriminatory or degrading treatment of employees, specialists, or other patients;
• violation of the privacy or confidentiality of other patients;
• photographing, video recording, or audio recording other persons without appropriate permission;
• intentional damage to the clinic’s premises, equipment, or other property;
• bringing or using objects or substances that may pose a threat to the safety of others;
• attending a consultation under the influence of alcohol, narcotic, psychotropic, or other intoxicating substances to an extent that prevents the safe and professional provision of the service.

If the patient’s condition or behaviour makes it impossible to continue the consultation safely or professionally, the specialist has the right to terminate the consultation.

In the event of a serious or repeated violation of these Rules, SIA “MentalPro” may review the possibility of continuing cooperation and providing further services, taking into account the patient’s rights, the specific circumstances, and the requirements of applicable laws and regulations.

If a person’s actions pose an immediate threat to themselves or others, the employees and specialists of SIA “MentalPro” have the right to act according to the circumstances and in accordance with applicable laws and regulations, including contacting the relevant competent authorities or emergency services where necessary.


13. TERMINATION OF TREATMENT
The patient has the right to discontinue treatment, therapy, or the counselling process at any time, as well as to withdraw previously given consent to treatment in accordance with the procedures established by applicable laws and regulations.

Where possible and in the patient’s best interests, it is recommended that the decision to discontinue treatment or therapy be discussed with the specialist in order to assess possible risks, the need for further care, and the most appropriate way to conclude the process.

Within the scope of their professional competence, the specialist may recommend terminating treatment or therapy, changing the approach or form of care, involving another specialist, or seeking care from another medical institution if:

• the established goals of treatment or therapy have been achieved;
• continued use of the specific form of care is no longer necessary or appropriate;
• the patient’s needs fall outside the professional competence of the respective specialist;
• the patient requires a different type or higher level of care;
• the selected treatment or therapy method is insufficiently appropriate or effective in the particular circumstances;
• there are other professional circumstances or circumstances provided for by applicable laws and regulations that make it impossible to continue cooperation in its current form or mean that such continuation would not be in the patient’s best interests.

If it is not possible to continue treatment or therapy with a particular specialist, the specialist shall, where possible, inform the patient about possible next steps or other appropriate options for receiving care.

Termination of treatment or therapy does not release the patient from the obligation to pay for services received prior to the termination of treatment or therapy.

14. FINAL PROVISIONS
These Clinic Rules establish the general procedures for receiving services from and interacting with SIA “MentalPro” and apply to patients of SIA “MentalPro” according to the type of service received.

Matters not expressly regulated by these Rules shall be resolved in accordance with the applicable laws and regulations of the Republic of Latvia, patients’ rights, the principles of professional ethics, and the internal procedures of SIA “MentalPro”.

SIA “MentalPro” has the right to amend or supplement these Rules where necessary, for example, in the event of changes to service provision procedures, the clinic’s operational processes, or the requirements of applicable laws and regulations.
The current version of the Clinic Rules is always available on the official website of SIA “MentalPro” — www.mentalpro.lv.

SIA “MentalPro”
Registration No.: 40203460614
Registered address: Lazdonas iela 1A, Madona, Madonas novads, LV-4801
Phone: +371 20 681 994
Email: mentalpro.lv@gmail.com
Website: www.mentalpro.lv

Date of the latest update to the Clinic Rules: 10 August 2026.