Patient Complaints Policy
Satisfying the patient is always what we aim for, and that is by trying to:
- meet all the patients’ expectations of treatments, and services
- follow up along with complaints quickly
- respecting patient confidentiality when investigating complaints
Achieving these goals and helping you with your requests, we follow this policy and have an effective complaints procedure.
If you are not happy or you feel unsatisfied even partially with any of the aspects of our provided treatment and care service, please let Clinicana know ASAP to allow Clinicana to address your concerns immediately. or please let us have details of your complaint if it matches any of the following conditions:
- During 3 months of the occurrence that caused the problem
- During 3 months of discovering that you have a problem, and provided it is during the first 6 months of the occurrence
Clinicana does not differentiate between patients who have made a complaint and who did not, instead Clinicana will do their best to resolve the complaints in a quick and effective way.
Complaints about the treatment you received should be made to the doctor who is normally the doctor who supervises you and did the surgery for you, or you can do that by sending us an email to the following address: [email protected] and our specialist team will follow up along with you sooner.
Complaints can also be made via telephone or in-person, please just ask for Ph. Eyad Attar the administrative team manager. If he is unavailable, we will take brief details about the complaint and let you know when you can talk to the doctor. If this cannot be arranged within a legitimate period or if you do not want to wait, we will make arrangements for another team member to speak to you at the nearest time.
If you choose to complain in writing, please address it to Mr. Eyad Attar the administrative team manager, and send it to the following address: Kocatepe Mahallesi Ofis Lamartine Caddesi, 6 No:6 D: Kat 5, Beyoğlu, Istanbul 34437.
If the complaint is about any aspect of our provided treatment or our charges, your doctor will be asked for their view, unless you do not want us to do so.
We will keep inclusive and classified data of your complaint. All its details will be kept safe and only those who need to know about it will be aware of it.
Clinicana will acknowledge receipt of your complaint within 2-5 working days and Clinicana team will do their best to check your complaint within 10-15 working days.
TBC: you will be informed if an extended period is needed if any exceptional circumstances happen.
If the complaint needs to be evaluated, this will involve the treating doctor if there is one, the relevant members of the team, the administrative team manager, and others if necessary. If the investigation is likely to take longer than the time we have agreed with you, you will be informed about the reasons for the delay and the date the investigation will be completed.
You will also be informed about the progress of the investigation and of any further delays.
When the inquiry has been completed, you will be informed of its conclusion and invited to a meeting to discuss the results and any practical solutions.
This practice regularly analyses any patient complaints to learn from them and to improve our standards of care and service. That’s why we always welcome your feedback, comments, suggestions, and complaints.
Complaining on Behalf of Someone Else
Please note that we must keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we must know that you have their permission to do so.
A note signed by the person concerned will be needed, unless they are incapable of providing this because of physical or mental illness or are a child is under 16 years.