Client Feedback & Complaints

Client Feedback & Complaints Tell Us Early. Let Us Act Quickly.

Healthcare journeys can involve many moving parts.

Appointments change.

Transportation may be delayed.

Communication can fail.

A hotel may not meet expectations.

A service may not happen as planned.

Or a client may simply feel that something is unclear.

Affordia Health wants clients to tell us about problems as early as possible.

Early Information Gives Us the Best Chance to Help.

If Something Goes Wrong If you experience a problem connected with an Affordia Health service, contact us immediately.

Do not wait until the end of your journey if the problem can still be corrected while you are travelling.

Depending on the issue, we may be able to:

clarify a misunderstanding, contact a provider, rearrange transportation, coordinate another appointment, find an alternative service, provide additional local assistance, escalate the matter internally, or explain which independent provider is responsible for resolving the issue.

Fast Response During Your Journey Problems occurring during an active healthcare journey should receive priority.

Where possible, Affordia Health will first determine:

What happened?

Is the client safe?

Is urgent medical attention required?

Which service or provider is involved?

Can the problem be corrected immediately?

Who needs to act next?

The objective is to move quickly from:

Problem → Understanding → Action Medical Problems Affordia Health is not an emergency medical service.

If you experience a potentially serious or urgent medical problem, contact the appropriate healthcare provider or local emergency service immediately.

Affordia may assist with practical coordination where available, but our communication should never delay necessary medical care.

Medical emergency first. Affordia coordination second.

Practical and Service Problems Affordia Health can help review practical problems involving agreed Affordia services.

Examples may include:

airport pickup, transportation coordination, interpretation, accommodation assistance, appointment coordination, communication, local support, or another agreed Affordia service.

Where an independent provider is responsible for the underlying service, Affordia may assist with communication and problem resolution while that provider remains responsible for its own performance.

Tell Us What Happened When reporting a problem, please provide as much useful information as reasonably possible.

This may include:

Your name Your Affordia service Date and location What happened Who was involved What outcome you are requesting and, where relevant, supporting photographs, messages, receipts or other documentation Clear information can help us respond faster.

Immediate Issue Reporting For active clients travelling with Affordia Health, urgent practical issues should normally be reported through the communication channel already being used for the journey.

This may include:

WhatsApp WeChat Telephone or another agreed direct channel.

When available, local Affordia contacts may also assist with China-side issues.

Formal Complaints If a problem cannot be resolved through normal communication, or if you want the matter formally reviewed, you can submit a complaint.

Email:

affordiahealth@gmail.com Please include:

Subject: Client Complaint your full name, the relevant service, the date of the event, a clear description of the issue, what steps have already been taken, and what resolution you are requesting.

Our Complaint Process 1. We Receive the Complaint Your complaint is recorded and reviewed.

2. We Identify the Responsible Area We determine whether the issue concerns:

Affordia Health, a healthcare provider, transportation, accommodation, an interpreter, an insurance or coverage partner, another independent provider, or several parties.

3. We Review the Information Where appropriate, we may request additional information from you or the relevant provider.

4. We Determine the Next Action This may include:

corrective action, further coordination, an explanation, referral to the responsible provider, service replacement, credit or refund consideration where applicable, or another reasonable resolution.

5. We Communicate the Outcome We explain the result and any next steps to the client.

Clear Problem. Clear Owner. Clear Next Step.

We Prefer Resolution Before Escalation Our first objective is to solve problems practically.

Many issues are easier to resolve through fast communication than through a lengthy formal process.

That is why we encourage clients to contact us immediately when something does not feel right.

Do not wait for a small problem to become a large one.

Responsibility Follows the Service Affordia Health can investigate complaints concerning Affordia Health services.

Independent providers remain responsible for their own services.

For example:

Affordia Health Coordination and agreed Affordia assistance.

Healthcare Provider Medical treatment and clinical decisions.

Hotel Accommodation service.

Transportation Provider Transportation service.

Insurance Provider Insurance and coverage decisions.

Affordia can assist with communication across these relationships, but responsibility remains with the party providing the relevant service unless expressly agreed otherwise.

Complaints About Healthcare If your complaint concerns:

medical diagnosis, medical treatment, surgery, medication, clinical conduct, medical complications, or another healthcare matter, the healthcare provider is the appropriate party to address the clinical complaint.

Affordia Health may help you identify the appropriate contact or assist with communication where this forms part of our service.

We do not independently determine medical negligence or clinical responsibility.

Complaints About Affordia Health If you believe Affordia Health itself failed to provide an agreed service properly, tell us directly.

We will review:

what was agreed, what was provided, what went wrong, whether corrective action is possible, and whether another remedy should be considered.

We do not want unresolved service failures hidden behind third parties.

If It Is Our Service, We Review It.

Refunds and Financial Remedies A complaint does not automatically create a refund.

Where a financial remedy may be appropriate, the matter will be considered under the applicable:

Cancellation & Refund Policy service agreement, work already performed, and applicable legal requirements.

Where an Affordia service was not provided as agreed, an appropriate remedy may be considered according to the circumstances.

Feedback Is Also Welcome You do not need to have a complaint to contact us.

We also want to know:

what worked well, what was difficult, what confused you, which services were useful, which services were unnecessary, what could be improved, and what you wish had been available.

Client feedback helps us improve the Affordia Health system.

Every Case Can Improve the Next One Affordia Health intends to learn from recurring problems.

Where appropriate, feedback may lead to improvements in:

provider selection, client instructions, communication, journey planning, pricing transparency, partner standards, local support, documentation, or internal processes.

A complaint should not simply be closed.

Where possible, it should teach us something.

Solve the Case. Improve the System.

Client Feedback and Partner Quality Client experience can also help us evaluate our partner network.

Consistent positive performance can strengthen a provider's position within the network.

Repeated service failures, misleading information, poor communication or serious quality concerns may lead Affordia Health to reconsider cooperation with a provider.

Partnership should be earned through performance.

No Retaliation for Genuine Complaints Clients should be able to raise genuine concerns without fear that doing so will automatically end their access to Affordia services.

We expect complaints to be made honestly and respectfully.

Likewise, Affordia Health expects its team and partners to respond professionally.

Abusive or Fraudulent Complaints Affordia Health reserves the right to protect staff, partners and the network from:

abuse, threats, harassment, fraudulent claims, deliberately false information, or attempts to obtain unjustified compensation.

A genuine complaint is welcome.

Abuse is not.

Our Service Recovery Principle When something goes wrong, our priorities are:

Protect the client.

Understand the problem.

Identify who is responsible.

Act quickly where possible.

Communicate clearly.

Learn from the outcome.

Client First Also Means Problem First.

Do not hide problems.

Do not postpone them.

Tell us early. Let us try to solve them while a solution is still possible.

Contact Email: affordiahealth@gmail.com For clients currently travelling with Affordia Health, use your existing direct Affordia communication channel for urgent practical matters.

Affordia Health Listen. Respond. Resolve. Improve.