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. 

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Newlife offers a complete range of fertility treatments and services.