Four steps
Tell your coordinator
Most problems are solved the same day when the coordinator knows about them: a delayed transfer, an unclear instruction, a room issue.
Same dayMake it formal if you wish
Write to us through the contact form or by email with your case number. You receive an acknowledgement and the name of the person responsible.
Within 2 working daysWe investigate
We review the case record, speak to the people involved, including the hospital where relevant, and keep you informed.
Usually within 15 working daysYou receive a written answer
What we found, what we are doing about it and, if you are not satisfied, where you can take the matter next.
If your concern is about the treatment itself
Clinical responsibility lies with the treating doctor and hospital. Clinic-Y does not judge medical outcomes, but we do stand beside you: we obtain your full records, arrange a meeting with the treating team, and organise an independent second opinion if you want one. Your written proposal sets out the hospital’s policy on revisions, and we hold them to it.
Tell us what went well
Patients who were treated through Clinic-Y can leave a verified review from their account and add updates in the months afterwards. Criticism is published as readily as praise; we remove only contact details and offensive language.