Dental Clinic

Location

Karaganda.

Alalykyna St. 14.

Contacts

+7(7212)50-06-40

+7(7212)42-52-67

Working Hours

Daily: 8:00 AM - 6:00 PM.

Saturday: 9:00 AM - 2:00 PM.

Day off: Sunday.

The heads of the clinic are the main doctors

Full name	The period of management of the clinic	Characteristic
Kanat Madievich Smagulov	2002 – 2004	Candidate of Medical Sciences. A doctor of the highest category. Member of the Board of the Karaganda branch of the public association "United Kazakhstan Association of Dentists". Currently, he is the Director of Aesthetic Dentistry LLP.
Mambeterzina Aigul Kenesovna	2004 - 2009	A dentist of the highest category. Certificate of Honor of the Ministry of Health of the Republic of Kazakhstan, 2006 Currently, he is a dentist-expert at the KGP "City Polyclinic No. 3" in Karaganda.
Satekov Yerulan Serikbayevich	2009-2011	An independent expert on the activities of healthcare entities in the field of assessing the quality of medical services, a dentist of the highest category, Master of Business Administration (MBA). Currently, he is the Director of Dentist Lux LLP, Director of the Karaganda regional branch of Republican Medical University LLP, Director of the Karaganda branch of the public association Kazakhstan Dental Association, director of the branch of the Association of Individual Entrepreneurs and Legal Entities National Chamber of Health in the Karaganda region.
Panin Mikhail Vladimirovich	2011 – 2014	Dentist
Kalina Ainur Serikovna	2014 to the present	Master's degree in Medicine, licensed expert of the Independent Agency for Accreditation and Rating, Independent Kazakhstan Agency for Quality Assurance of Education, member of the Board of the Karaganda branch of the public association "United Kazakhstan Association of Dentists". Currently – Acting Chief Physician

The purpose of the Patient Support and Internal Control Service is to identify problematic issues and further improve the quality of medical care.
Objective: ensuring the implementation of patients' rights and support.
The clinic structure includes the Patient Support and Internal Control Service (hereinafter referred to as PSICS). The service is headed by the Head of PSICS. The Patient Support and Internal Control Service includes the following specialists: Head of PSICS, expert doctors, PSICS nurse.

PSICS Team

Head of PSICS: Svetlana Ivanovna Volchanskaya, a general practitioner of the highest qualification category, a healthcare organizer of the highest qualification category, a functional category doctor of the highest qualification category, independent expert

— Phone: 8(7212) 50-06-45 ext. 1748; Mobile: 87013942349

— Karaganda, Mustafina St. 15, office No. 131

PSICS Doctor - Natalya Alexandrovna Timchenko, infectious disease doctor, Ph.D., Assistant Professor of the Department of Infectious Diseases and Phthisiology

- Phone: 8(7212) 50-06-61, ext. 1817

- Karaganda, Ardak, building 3, office No. 124

Expert Doctors

Alla Nikolaevna Kim, occupational pathologist, general practitioner of the first category

— Karaganda, Mustafina St. 15, Office No. 131

— Phone: 8(7212) 50-06-45 ext. 1748

Aida Manarbekovna Khamitova, general practitioner, second qualification category

— Karaganda, Mustafina St. 15, Office No. 131

— Phone: 8(7212) 50-06-45 ext. 1748

Nadezhda Ivanovna Kirenkina, neurologist

— Karaganda, Ardak, building 3, Office No. 124

— Phone: 8(7212) 50-06-61 ext. 1817

SPPVC Nurse:

Gulnar Kaspakovna Sharipova, nurse of the highest qualification category

— Karaganda, Mustafina St. 15, Office No. 131

— Phone: 8(7212) 50-06-45 ext. 1748

If you:

are dissatisfied with the quality of medical care provided;
have experienced rude behavior from medical staff;
have encountered cases of extortion by medical staff for services provided under the guaranteed volume of free medical care;
or if you have faced other issues related to the procedure and quality of medical care, please contact the Patient Support Service.

You can leave your written request indicating your name, surname, and contact details (phone, address) in the Suggestion Box located in the lobby of the registration desk, inpatient department halls, and the visitor hall of the inpatient block.
You can also contact us through our website or send an email to info@qmu.kz or http://www.qmu.kz/ru/hall/ask
The Patient Support Service will review your request as soon as possible and provide information on the results within no more than 5 calendar days.
Both patients undergoing treatment and their relatives have the right to contact the Patient Support Service.
We appreciate your requests, comments, and suggestions, which will help us improve the quality of medical care provided by our organization.
Kind regards, Patient Support Service, Strategic Development and Quality Management Department of the NAO "QMU"

— Karaganda, Mustafina St. 15, Office 131

— SPPVK Phone: 8 (7212) 50-06-45, ext. 1748, mobile 87013942349

— Reception daily, weekdays from 09:00 to 17:00

— Hotline number: 8 (7212) 50-06-45 ext. 1748

— Registration desk phone: 8(7212)56-21-11

The Unified Information Call Center of the Health Department of the Karaganda Region is also available for medical assistance inquiries:

— 8 (7212) 955559: or visit the Health Department website www.zdravkrg.kz

Dental Services

Consultation and diagnosis – individualized approach
Therapy
Treatment of uncomplicated dental caries
Treatment of complicated dental caries
Dental restoration
Artistic dental restoration
Teeth laminating
Professional oral hygiene
Periodontology
Treatment of oral mucosal diseases
Treatment of periodontal diseases, including using the "Vector" device
Removal of supragingival and subgingival dental deposits
Hydro massage
Surgery
Tooth extraction
Removal of retention cysts
Oral cavity vestibule plastic surgery (frenulum plastic surgery of the tongue and upper lip)
Outpatient operations in the maxillofacial area
Dental implantology
Dental implant placement
Prosthetics on implants
Orthopedics
Prosthetics for partial and complete tooth loss - removable and fixed prosthetics
Prosthetics for hard tooth tissue defects – inlays, post teeth, veneers
Prosthetics for pathological tooth wear – mouthguards, devices
Pediatric dentistry
Remineralizing therapy for teeth
Treatment of milk tooth caries and its complications
Treatment of permanent tooth caries and its complications
Dental restoration
Professional oral hygiene
Preventive measures
Orthodontics
Bite correction
Correction of abnormal positions of individual teeth using braces and adapted removable structures
Correction of dentofacial anomalies in children with congenital maxillofacial pathologies
Diagnostic services
X-ray diagnostics with the Dexis digital dental computer system (radiovisiograph)
Digital panoramic, cephalometric, and 3D imaging, 3D photographs, and 3D model scanning using the PlanmecaProMax 3D Classic tomograph
Physiotherapy
Galvanization + electrophoresis
UHF therapy
Darsonvalization
Ultrasonic therapy
Bioptron therapy
UFO therapy

Dental care within the framework of compulsory social health insurance:

Orthodontic care for children in the city of Karaganda and the Karaganda region with congenital maxillofacial pathologies using devices to correct dentofacial anomalies (orthodontic plates).
Emergency dental care (acute pain) for socially vulnerable populations (children under 18; pregnant women; participants of the Great Patriotic War; persons with disabilities in groups 1, 2, 3; mothers with multiple children awarded the "Altyn Alka" or "Kumis Alka" pendants; recipients of targeted social assistance; retirees by age):
Planned dental care for children and pregnant women (excluding orthodontic and orthopedic services)
Preventive oral examinations for the prescribed category of children under 18 attached to LLP Primary Health Care Center of Karaganda.
List of preschool and school educational organizations subject to preventive examinations.

№	Name of the organization	Address
	Школьные организация образования
1.	State Educational Institution "Lyceum No. 2"	Lenin Street, 60
2.	State Institution "Gymnasium No.3"	Mira Boulevard, 25
3.	State Institution "Secondary school No. 41"	N.Abdirova ave. 37a
4.	State Institution "Secondary school No. 63"	Loboda str., 26
5.	State Institution "Gymnasium No. 38"	N. Abdirova ave.30A
6.	State Educational Institution "Regional specialized boarding School named after Nurmakov"	Alikhanov Street 36/2
7.	State Educational Institution "Regional specialized boarding school for gifted children "Murager"	Gogol Street 46a
8.	State Institution "Gymnasium No. 1"	Mira Boulevard 6
9.	State Educational Institution "Gymnasium No. 92"	Yerubaeva str. 43A
	Pre-school educational organizations
10.	Municipal state-owned enterprise "Nursery garden "Duman"	Yerubaeva str.48a
11.	Private institution Kindergarten "Flashlight"	Loboda str., 8
12.	Private institution Kindergarten "Gvozdichka"	Loboda Street 11
13.	Gauhar Nursery School	N.Abdirova ave.48/4

Paid dental services

Paid dental services are provided by the clinic according to the Price List of Dental Services (redirect to the "Price List for Dental Clinic Services" page)
Student Reception
Student reception (therapeutic, surgical, orthopedic appointments according to the Price List) is carried out under the supervision of the teaching staff of dental profile departments for all categories of students and employees of NJSC "MUK" and the public with a 30% discount on service costs.
SPPVK information on patient complaints and grievances regarding the quality of medical care in NJSC "MUK" clinics for the 1st quarter of 2024.
A documented process for filing complaints and grievances is organized in NJSC "MUK" clinics. Each case of a patient complaint or grievance is reviewed, and if necessary, an internal investigation is conducted. A verbal or written response is then provided to the applicant. An information system (hereinafter referred to as IS) of the regional health department call center, "Healthcare Quality Control System," and the FSMS call center IS also functions. All complaints received in the call centers of the regional health department and FSMS are reviewed, and responses are entered into the information system and conveyed to the applicant by call center staff.
You can familiarize yourself with the rules for submitting and reviewing complaints on the NJSC "MUK" website.
In the 1st quarter of 2024, two complaints were registered, which is 33% (3) less than the same period in 2023. There were also two informational inquiries.

Complaints and appeals in the context of clinics of NJSC "KMU"

Name of the clinic	Total requests and complaints	Including the number of complaints	Including the number of requests
КМU	1	0	1
KPZ	1	0	1
СК	2	2	0
Total	4	2	2

According to the structure of complaints

The reason for the complaints	Quantity	Note
Shortcomings in the organization of medical care	2	Complaints about poor-quality medical care (not accepted with toothache, not accepted for braces)

Justification of complaints reviewed at the SPPVK level (2):
Unjustified: 2 (visit without prior appointment, as the clinic's operation procedure is regulated by regulatory legal acts (Standards for providing dental care). Refusal of scheduled dental care without an appointment was unavoidable due to one case where the dentist's work schedule did not coincide with the patient's time of visit, and in another, the dentist was attending to patients who had pre-booked appointments).
Result of complaint processing: response satisfaction - 2.
Total external checks by DCMFC - none.
No complaints to the FSMS call center.
The quality of medical services provided by medical organizations remains a primary requirement from both the government and the public. To improve the quality of medical care, clinics carry out scheduled work, staff training, and briefings. Corrective action plans are developed based on inspection results, and clinic staff work on implementing these plans.
Phone for contacting SPPVK: 8 (7212) 50-06-45, ext. 1847, ext. 1558, ext. 1817
Head of SPPVK: S.I. Volchanskaya
Chief Physician - Dean of the School of Dentistry, Doctor of the Highest Qualification Category Kalina Ainur Serikovna

— Phone: 8(7212) 50-39-30, ext. 1407

Deputy Chief Physician – Assistant Professor, Doctor of the Highest Qualification Category Jumadilova Aisulu Soltanbekovna

— Phone: 8(7212) 50-39-30, ext. 1408

Hotline phone: 8(7212) 50-39-30, ext. 1408

Reception schedule for personal matters

Chief Physician - Dean of the School of Dentistry, Doctor of the Highest Qualification Category Kalina Ainur Serikovna
Weekly, Thursday from 15:00 to 17:00
Karaganda, Alalykina St. 14, office 101
Phone: 8(7212) 50-39-30, ext. 1407

Deputy Chief Physician – Assistant Professor, Doctor of the Highest Qualification Category Jumadilova Aisulu Soltanbekovna

Weekly, Wednesday from 14:00 to 15:00
Karaganda, Alalykina St. 14, office 101
Phone: 8(7212) 50-39-30, ext. 1408

Rules for complaint management. Procedure for reviewing and appealing complaints.

1. Definition: an appeal is a written, oral, or electronic document addressed to the entity or official considering the appeal, containing a proposal, statement, complaint, inquiry, or response. A complaint is an appeal submitted to a medical organization or the Patient Support and Internal Control Service (SPPVK), requesting the restoration or protection of violated rights or legal interests in healthcare, either for the individual or for others' rights or legal interests.
2. Abbreviations:
1) NJSC "KMU" - Non-profit Joint Stock Company "Karaganda Medical University";
2) "OSR and UK" - Department of Strategic Development and Quality Management;
3) SPPVK - Patient Support and Internal Control Service.
3. Working procedure: The applicant writes an appeal addressed to the head of the Patient Support and Internal Control Service (SPPVK) and submits the complaint directly to office No. 131 of SPPVK or drops it in the complaint box. It is also possible to submit an oral appeal directly to the head of SPPVK or an SPPVK employee in office No. 131. A complaint can also be written in the Book of Complaints and Suggestions, which is located at the reception desk.
4. The appeal of an individual must include their last name, first name, and optionally, patronymic, postal address; for legal entities, their name, postal address, outgoing number, and date. The appeal must be signed by the applicant or certified with an electronic digital signature. When submitting a complaint, the name of the entity or position, last names and initials of officials whose actions are being appealed, reasons for the appeal, and demands must be specified.
5. The received complaint is registered in the citizen appeal registration log.
6. The applicant who directly contacts the head of SPPVK in writing will be given a receipt indicating the date and time, the name and initials of the person who accepted the appeal (the receipt is issued in the SPPVK office).
1) The appeal will be considered by the SPPVK commission within twenty working days from the date of receipt of the complaint (Article 99. Time for considering complaints, Administrative Procedural Code of the Republic of Kazakhstan, June 29, 2020, No. 350-VI).
7. If additional information is required from other entities or officials or an on-site check is necessary, the appeal will be considered and a decision will be made within thirty calendar days from the date of receipt by the entity or official.
8. If resolving the issues outlined in the appeal requires a long period, the appeal will be placed under additional control until final execution, and the applicant will be notified within five working days.
9. Laws of the Republic of Kazakhstan may establish other time limits for considering appeals.
10. The response to the appeal must be substantiated and motivated, in the state language or the language of the appeal, with reference to the legislation of the Republic of Kazakhstan, containing arguments confirming or refuting the applicant’s claims and explaining their right to appeal the decision made.
11. After the completion of work on a specific complaint, the relevant personnel, together with SPPVK, will decide on the development of corrective and preventive actions to prevent the recurrence of complaints.
12. The Chief Physician or their deputy will check the implementation of corrective and preventive actions to prevent the recurrence of appeals. Based on the results of the inspection, they will mark the completion (or non-completion) of the above actions in the report.
13. The Head of the Service will compile a quarterly report on complaints, which will include:
1) Number of complaints broken down by clinic;
2) Validity of complaints;
3) Structure of complaints.
21. The complaint report is used in the analysis of the quality system by management and in the development of plans for improving the quality of medical services and patient satisfaction.
22. Appeal of decisions made following the consideration of appeals: complaints about actions (inactions) of officials or decisions of entities must be submitted to a higher-level official or entity in a subordinate manner no later than three months from the date the individual or legal entity became aware of the action or decision.
23. The missed deadline for appeal is not grounds for refusal to consider the complaint. The reasons for missing the deadline will be clarified during the consideration of the complaint and may be grounds for rejecting the complaint.
24. If there is no higher-level official or entity, or if the applicant disagrees with the decision, the complaint can be submitted directly to the court.
25. Working hours of the Patient Support and Internal Control Service of the Department of Strategic Development and Quality Management: from 09:00 to 17:00 (SPPVK office No. 131), every working day.
26. Citizen complaints regarding the quality of medical services in the clinics of NJSC "KMU" are addressed at the following locations:
1) Karaganda, Mustafa 15, office 131, phone: 8(7212) 562111, 500641. Website http://www.qmu.kz, phone for SPPVK head: 87013942349
2) Karaganda, Ardak building 3, office 124, phone: 8(7212) 50-06-61, internal 1817
3) Karaganda, Alalykina 14, office 101, phone: 8(7212) 50-39-30, internal 1558
4) Department of Health of Karaganda Region, Karaganda, Alihanova street 2, phone Gall-center: (8 7212) 955559
5) Department of the Committee for Medical and Pharmaceutical Control of the Ministry of Health of the Republic of Kazakhstan for Karaganda Region, Karaganda, Tereshkova street 28/1, phone: (8 7212) 255931, email: k.dzpp@economy.gov.kz
27. The responsibility for conducting the procedure lies with SPPVK.
28. Anonymous complaints and appeals are not considered.
1) Code of the Republic of Kazakhstan "On the Health of the People and the Healthcare System" dated July 7, 2020, No. 360-VI;
2) Administrative Procedural and Processual Code of the Republic of Kazakhstan dated June 29, 2020, No. 350-VI;
3) Order of the Minister of Health of the Republic of Kazakhstan dated December 3, 2020, No. ҚР ДСМ-230/2020, On Approving the Rules for Organizing and Conducting Internal and External Expert Evaluations of the Quality of Medical Services (Assistance).

№	Full name	Post
	ADMINISTRATIVE AND MANAGERIAL STAFF
1.	Kalina Ainur Serikovna	Acting Dean of the School of Dentistry, Chief Physician, highest category "Public Health
2.	Zhumadilova Aisulu Soltanbekovna	Deputy Chief physician, dentist of the highest category
3.	Valieva Tatyana Gennadievna	Statistician
4.	Akhmetova Aliya Sagantaevna	Pharmacist
5.	Dauletova Sagynysh Tleugalievna	Epidemiologist
6.	Akhmedia Dilyara Yeltayevna	Senior Nurse
	MEDICAL STAFF
	Dentists and therapists
7.	Marat Galimovich Tusbaev	Assistant of the School of Dentistry, dentist of the highest category
8.	Shauenova, Kulzhakhan Abdreshovna	Assistant of the School of Dentistry, dentist of the highest category
9.	Isina Zauresh Ekpinovna	Assistant of the School of Dentistry, dentist of the highest category
10.	Urazbekova Asyl Temirkhanovna	Dentist
11.	Anastasia Nikolaevna Slepchuk	Dentist
12.	Tankibayeva Zhanar Gabitovna	Associate Professor, PhD, Associate Professor, dentist of the highest category
13.	Sagimbayeva, Togzhan Beybutovna	Assistant of the School of Dentistry, dentist
14.	Davidovsky Yanik Dmitrievich	dentist therapist
	Doctors dentists surgeons
15.	Almuratova Aisaule Serikmuratovna	Assistant at the School of Dentistry, Dental surgeon
	Dentists orthopedists
16.	Abeuov Nurlan Bolotbekovich	Dentist
17.	Sakenov Talgat Sagyndykovich	Assistant of the School of Dentistry, Dentist of the highest category
18.	Asakaev Nurlan Sovetovich	Assistant at the School of Dentistry
19.	Aubakirov Sailaubek Ergazievich	Assistant at the School of Dentistry
	Dentists for children
20.	Tuleutaeva Svetlana Toleuovna	Professor of the School of Dentistry, PhD, Associate Professor, pediatric dentist of the highest category
21.	Kubzhesarova Lyazat Tokhtarovna	Children's dentist of the first category
22.	Salkenova Gulden Kazizovna	Assistant at the School of Dentistry, children's dentist of the highest category
23.	Urazbekova Asyl Temirkhanovna	Children's dentist of the highest category
	Dentists orthodontists
24.	Mukhtarova Kanagat Serikovna	Assistant at the School of Dentistry, orthodontist of the highest category
25.	Zhumadilova Aisulu Soltanbekova	Deputy Chief physician, dentist of the highest category

Price list for services