T4H Complaint Resolution Policy and Procedure
What follows is an explanation of our policy regarding complaint resolution.
Click Here to post a complaint about a service or medical provider.
T4H Patient Advocacy and Complaint Resolution Services
Traveling4Health’s “Complaint Resolution Team” acts like a powerful patient-advocacy program. We offer our members free, non-legal advice for conflict resolution as well as for-fee mediation services to those seeking help to resolve disputes.
Traveling4Health does not give legal advice or legal opinions. Transmission of information by our Patient Advocacy or Mediation Teams is not intended to create, and receipt does not constitute, a lawyer-client relationship between Traveling4Health and you.
Policy regarding free Patient Advocacy Service
- This service is for members only.
- This service is voluntary and no one can be forced to comply.
- T4H, and any staff or officers, are not lawyers and will never offer any suggestions as to a specific resolution.
- We will not promise a specific result.
- By our participation, we do not imply (whether implicitly or explicitly) that the patient is entitled to a monetary settlement.
- Providers who advertise on our website are not given special treatment in ratings etc., because of their advertising dollars.
- We suggest that all patients seek independent legal counsel before taking any action what so ever.
General Guidelines
1) Educate yourself on your options
- Facts for Consumers: (Source: Information from the Federal Trade Commission). Although the Federal Trade Commission may have no jurisdiction outside of the U.S., the suggestions are relevant.
- Options for Legal Recourse: Suing the Foreign Provider: The Personal Jurisdiction Problem. (Source: www.law.duke.edu . A report on medical malpractice overseas: the legal uncertainty surrounding medical tourism).
2) Write a letter to the provider
Contact your original facilitator or provider and express your dissatisfaction and get a written response. If no satisfactory offer is forthcoming, then your next course of action is to post a complaint with Traveling4Health. See guideline #3 below on how to post a complaint.
Sample Complaint Letter to send to provider:
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(Your Address)
(Name of Contact Person) Dear (Contact Person): On (date), I purchased (or had repaired) a (name of the product with the serial or model number or service performed). I made this purchase at (location, date, and other important details of the transaction). Unfortunately, your product (or service) has not performed well (or the service was inadequate) because (state the problem). Therefore, to resolve the problem, I would appreciate your (state the specific action you want). Enclosed are copies (copies, not originals) of my records (receipts, guarantees, warranties, canceled checks, contracts, model and serial numbers, and any other documents). I look forward to your reply and a resolution to my problem and will wait (set a time limit) before seeking third-party assistance. Please contact me at the above address or by phone (home or office numbers with area codes). Sincerely,
Your Name |
3) Post a complaint on Traveling4Health
- Fill out the Post A Complaint Form, making sure you have included as much contact information for the provider as possible.
4) Next Steps
- Contact other patients in the community to see how they have been able to resolve complaints.
- You may want to avail yourself of the Traveling4health Mediation Service.
Traveling4Health Mediation Service
If you wish us to contact the provider on your behalf, email your request to Ilene [at] traveling4health [dot] com using the subject line: Attn: Traveling4Health Complaint Resolution Team. Include as much information as you can to substantiate your complaint. For example:
- The written response, if any, of the provider.
- Copies — not originals — of documents regarding your complaint, such as sales receipts, repair orders, warranties, contracts, and any correspondence with the company.
Policy Regarding For-Fee Traveling4Health Mediation Service
Alternative dispute resolution (ADR) is a way of resolving disputes between two or more parties. In mediation, a neutral third party — a mediator — helps you and the other party try to resolve the problem through facilitated dialog. However, it's up to you and the other party to reach an agreement.
Explanation of Service
We contact the parties involved. We go into it with a perspective and an attitude we are win/win negotiators. We have to engage the provider, otherwise they won’t participate. We want to solve the conflict and find something that works for all parties.
Mediation Fee
A nonrefundable flat fee of $400 for no more than eight hours’ time spent in mediation services payable in U.S. dollars prior to mediation.
General Guidelines
- This service is available to all.
- T4H, any staff or officers are not lawyers and will never offer legal advice or make any suggestions as to a specific resolution.
- This service is voluntary, and no one can be forced to comply.
- We will not promise a specific result to either party.
- By our participation, we do not imply (whether implicitly or explicitly) that the patient is entitled to a monetary settlement.
- We suggest that all patients seek independent legal counsel before taking any action what so ever.
- By accepting the matter, we are not implying that either party is entitled to get its desired result.
- Confidentiality is assured, as per our website privacy policy and our Complaint Resolution Privacy Policy.
- We will not keep any record of the mediation except for the engagement letter, agreement to mediate and any written settlement documents. All other notes and emails will be destroyed when one of two events happen 1) a signed settlement agreement is received by you, or 2) you declare an impasse, in writing, asking that all notes, emails etc. be destroyed.
- As a mediation client, you will be required to sign a waiver, release, covenant not to sue and a hold harmless agreement as well as agree not to call as a witness any employee, volunteer or any other persons connected with Traveling4Health and its Board of Directors and advisors.
- Mediation does not extinguish legal rights and both parties are permitted to pursue all available legal options.
Your Privacy
How much personal information you provide in your complaint or anywhere on the Traveling4health website is up to you. To learn how we safeguard your personal information, please read our Website Privacy Policy and the following Complaint Resolution Privacy Policy.
Complaint Resolution Privacy Policy
Federal law requires us to tell you how we collect, use, share, and protect your personal information. Federal law also limits how we can use your personal information. Protecting the privacy and security of consumers' personal information is very important to us. Please read this notice carefully to understand what we do with the personal information we collect both online and offline.
When you contact us to help you with a problem, any personal information you provide is voluntary. If you don't provide your name and certain other information, it may be impossible for us to refer, respond to, or investigate your complaint.
We collect and use only the minimum information necessary to respond to your concerns and conduct medication services if requested to do so in writing. In most cases, we collect limited information, such as name, address, telephone number, or email address. In limited cases, depending on the nature of your request, we also may collect other information such as Social Security numbers, account numbers, or health information.
Questions or complaints about this privacy policy: Write to Traveling4Health’s Chief Privacy Officer: Ilene [at] traveling4health [dot] com
