Complaint Policy

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Complaint Policy and Guidelines

1. Introduction

At MDhealth, we are committed to providing high-quality healthcare services and ensuring the satisfaction of our users, healthcare providers, and vendors. We undrestand and recognize that complaints are a valuable source of feedback and an opportunity for improvement. This Complaint Policy and Guidelines outline the process for submitting, handling, and resolving complaints effectively and fairly.

2. Scope

This policy applies to:

  • Patients and users of MDhealth services.
  • Healthcare providers and medical professionals.
  • Vendors and partners using the MDhealth platform.
  • Any other stakeholders involved with MDhealth services.

3. Definition of a Complaint

A complaint is any dissatisfaction or concern raised by a user, provider, or partner regarding:

  • The quality of medical care or services received.
  • Unethical behavior or misconduct of a healthcare provider.
  • Issues with appointment scheduling or cancellations.
  • Delays or problems with medical treatment packages.
  • Fraudulent or misleading activities by vendors or providers.
  • Technical issues related to the MDhealth platform.
  • Any other matter that impacts the user experience negatively.

4. How to Submit a Complaint

Users can submit complaints through the following channels:

1. In-App Complaint Feature – Users can file complaints through the MDhealth app under the 'Support' or 'Report an Issue' section. (coming soon)

2. Email – Complaints can be sent to our dedicated support team at [email protected].

3. Customer Support Hotline – Users can call our 24/7 support line at +44 4758149190 OR +90 537 289 8001

4. Live Chat – Available on the MDhealth website and app.

5. Written Complaint – Users can submit a formal written complaint to our head office.

5. Information Required When Submitting a Complaint

To ensure a quick and effective resolution, complaints should include:

  • Full name and contact details of the complainant.
  • A detailed description of the issue, including dates and times.
  • Supporting evidence, such as screenshots, receipts, or relevant documents.
  • Any previous correspondence related to the issue.
  • The desired resolution or outcome.

6. Complaint Handling Process

6.1 Acknowledgment

  • MDhealth will acknowledge receipt of a complaint within 24 hours.

6.2 Investigation

  • A dedicated complaints officer will review the complaint and gather relevant information.
  • If necessary, the complainant may be contacted for further details.
  • The investigation process will typically be completed within 7 business days.

6.3 Resolution

  • Once an investigation is concluded, MDhealth will provide a resolution or response within 10 business days.
  • If additional time is required, the complainant will be notified of the expected resolution timeline.
  • Possible resolutions may include refunds, corrective action, policy changes, or disciplinary action against violators.

6.4 Appeal Process

  • If a complainant is dissatisfied with the resolution, they may request a formal review by MDhealth’s senior management within 5 business days.
  • The review process will take an additional 7 business days, and a final decision will be provided.

7. Confidentiality

All complaints will be handled with strict confidentiality.

  • MDhealth ensures that complainants are not subject to any retaliation for raising concerns.
  • Personal data provided during the complaint process will be protected under applicable data privacy laws.

8. Unacceptable Complaints

MDhealth reserves the right to reject complaints that:

  • Contain abusive or offensive language.
  • Are fraudulent or made with malicious intent.
  • Lack sufficient details or supporting evidence.
  • Have already been resolved and closed.

9. Continuous Improvement

MDhealth reviews all complaints periodically to identify areas for improvement.

  • Feedback from complaints will be used to enhance service quality, policies, and customer support.

10. Contact Information

For any inquiries regarding this policy or to submit a complaint, please contact:

MDhealth Support Team

Email: [email protected]

Phone: +123 456 7890

Website: www.mdhealth.com

Effective Date: 03/03/2025

Last Updated: 03/03/2025

This policy is subject to periodic review and updates to ensure continuous improvement in our complaint handling procedures.