Complaints and Redress for International Patients — Route and Record
A patient who has flown home cannot walk to reception. The route that works across borders, the timelines, and the redress the facility commits to
What it is
The complaint route for international patients (multilingual, remote, with a named contact and the independent ASF Patient Voice channel), the timelines (acknowledge 2 working days, answer 20), the remedies the facility commits to (explanation, apology, correction, refund, revision treatment, costs of return), the record, and the statement given to every patient at admission.
Where to use it
Given at admission (stage 5); on the facility website in the languages served; the record kept by the coordinator. Evidence for: Medical Tourism endorsement — complaints and redress; Complaints Policy; Patient Voice. Evidence for: Medical Tourism endorsement — complaints and redress; Complaints Policy; Patient Voice.
Translate and adapt
English master edition. Georgian and other translations are added as they are clinically reviewed. Any facility may translate, add its logo and adapt wording to local practice — keeping the ASF block, the source attribution and the licence line on the sheet. Clinical thresholds and drug doses must be confirmed against national protocols before use.
The same code is printed on the tool itself. Scan it in any facility to reach this page.
International Patient Pathway — From First Enquiry to Home Follow-Up
International Patient — Price and Inclusions Disclosure
Fitness to Travel and Handover to the Home-Country Clinician
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