Feedback and complaints
How to raise something, and what happens next.
Process
Complaints can be raised with the unit, with the centre's patient relations officer, or in writing to the international office. Every complaint is logged and answered in writing. Raising a complaint does not affect your care in any way.
How to raise something
Speak to the named contact for your case first — most issues are resolved fastest that way. If that does not work, or if you would rather not, ask for the complaints route directly. You should not need to go through a family member or an agency.
Raising a concern does not affect your care. If you ever feel it has, that is itself a complaint and it should be escalated.
What you should expect in response
Acknowledgement, an investigation, and a written answer explaining what happened and what has changed as a result. A response that consists only of an apology has not answered the question.
If a mistake was made, we would rather say so. Complaints that are handled defensively become complaints that are handled by someone else later.
After you have gone home
The complaints route works the same way from abroad. Distance is not a reason for a concern to go unanswered, and the response should be in a language you read.
You also retain the right to raise a matter with the relevant health authority in the country of treatment. That route exists independently of us.
Feedback that is not a complaint
Comments about what worked and what did not are more useful than they sound, particularly about the parts we do not see — the first week at home, whether the home programme was actually usable, whether the report was understandable to your own clinicians.
That is the part of the process we have the least visibility of and the most to learn from.
