Medical Data Protection & Complaints Procedure
Trust starts with privacy. This page explains how we handle medical files with confidentiality and how you can submit complaints or feedback through a structured process. Our goal is to keep your records secure, share only what’s necessary to deliver your requested service, and resolve concerns quickly and transparently.
Our core data protection principles
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Data minimization: we request only what’s necessary.
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Purpose limitation: we use data only to deliver the requested service.
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Restricted access: only relevant team members can access your file.
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Confidentiality: data is not shared unless required for coordination and delivery.
What we collect and how we use it
We may handle medical reports, lab results, imaging, medication lists, and essential identity details required for bookings or medical letters (such as passport-name spelling when needed). We use this information to coordinate evaluations, treatment plans and quotes, appointment scheduling, visa/medical letters, and post-treatment follow-up coordination.
When we share your data (and with whom)
We share information only when necessary and typically with hospitals/clinics/doctors, medical coordinators, or medical interpretation support—limited to the minimum required to complete your requested service.
Consent
By submitting your records or requesting services, you consent to the use of your data for service delivery. You can request restriction or stop-sharing at any time, noting it may affect the ability to complete the service.
Secure operational practices
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Use designated official channels (website form, official email, approved support channels).
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Consolidate files to reduce repeated sharing.
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Remove non-essential details where possible.
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Avoid sharing in public groups or non-dedicated channels.
Retention and deletion
We keep your data only as long as needed for service delivery and follow-up. You may request deletion after service completion, subject to any legal or operational requirements. Where possible, we may retain de-identified data for quality improvement.
Your rights
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Request a copy of the data you provided.
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Correct inaccurate details.
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Restrict or stop sharing.
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Request deletion after completion (where possible).
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Submit a complaint or privacy concern.
Complaints Procedure
How to submit a complaint
Submit through the official complaint form, official email, or customer support channel (based on your configured channels).
What to include
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Name and reference/order number (if available)
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Date of incident
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Clear description of what happened
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Desired outcome (clarification, correction, apology, compensation if within policy)
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Supporting documents (optional)
Response timelines
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Acknowledgement: within 24–48 business hours
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Initial update: within 3–5 business days
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Resolution/decision: typically within 10–15 business days (depending on complexity and external parties)
How we handle complaints
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Log and acknowledge
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Review details and related records
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Contact relevant internal/external parties if needed
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Provide an outcome and corrective steps if applicable
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Close the complaint after resolution or final decision
Escalation
If you’re not satisfied, you can request escalation to a higher internal review level.
Important note
Clinical decisions are the responsibility of the treating physician/hospital. We can support communication and coordination where possible.
FAQ
Is my medical data secure?
We apply operational privacy measures such as restricted access, designated channels, and minimal necessary sharing.
Who can access my file?
Only team members who need it to deliver your service, and the medical provider(s) involved—limited to what’s necessary.
Can I request deletion?
Yes, you can request deletion after the service ends, subject to any legal/operational requirements.
How do I file a complaint?
Use the complaint form, official email, or customer support channel configured for your services.
Do you have response timelines?
Yes—acknowledgement within 24–48 business hours and an initial update within 3–5 business days.
