Patient Complaint and Feedback
We Value Your Feedback
At NewLife Fertility, your experience matters to us. Whether you have a compliment, complaint, or suggestion, we want to hear from you.
Report a Patient Safety Incident
A patient safety incident is an event or situation that could have—or did—result in unnecessary harm during your care.
How to submit an Incident report or feedback:?
If you are a current NewLife Fertility patient and experienced an incident during your care, or you have a suggestion/feedback, NewLife Fertility welcomes you to report the incident by completing our Incident Report Form. Our Quality & Patient Experience Department will review your report and follow up with you directly.
What to Expect After You Submit a Complaint or Feedback?
Once we receive your complaint or feedback, we will take the following steps in line with our Complaints and Feedback Standard Operating Procedure:
- Acknowledgement: You will receive confirmation of receipt within 2 working days.
- Investigation: We will investigate the circumstances related to your report, including reviewing medical records and obtaining statements from relevant staff.
- Review: All information will be reviewed thoroughly to understand what happened and why.
- Response: A detailed response addressing the issues you raised will be provided.
- Action: If necessary, we will implement corrective actions to prevent similar incidents in the future.
- Timeline: We aim to respond to all complaints within 20 working days. If there is a delay, we will keep you informed of the reasons and provide a revised timeline.
We are committed to continuous improvement and ensuring the safety and satisfaction of our patients.
Thank you for helping us serve you better.