Our Role as Patient Advocates
While Massvaa Care is a facilitator and does not provide clinical care or control medical outcomes, we serve as patient advocates. If you experience medical complications, administrative delays, or billing disputes at a partner hospital, we are committed to helping you resolve them through our official escalation channels.
1. Managing Medical Complications
If clinical complications or unexpected symptoms arise during your stay or after surgery:
- Immediate Clinical Action: Inform the treating hospital ward nurse or resident doctor immediately. The hospital's medical team is solely responsible for your clinical management and emergency medical intervention.
- Facilitator Coordination: Notify your Massvaa Care coordinator. We will liaise directly with the hospital's International Patient Desk to ensure that your treating consultant reviews your condition promptly and that your attendants receive clear medical updates.
- Discharge Concerns: If you feel you are being discharged prematurely or before you are fit-to-fly, we will request that the hospital's clinical board review your case and eligibility for return travel.
2. Handling Hospital Billing Disputes
If you receive a final bill that contradicts your initial pre-travel estimate or includes unexplained charges:
- Bill Audit Support: Before you make the final payment, our team will help you cross-reference the bill details with the pre-travel package inclusions and exclusions.
- Dispute Resolution: If discrepancies are found, we will coordinate with the hospital's billing and audit department to request an itemized review and correction of any administrative errors.
3. Escalating Coordination & Service Issues
If you experience issues with your assigned local transport, accommodation quality, translation services, or coordinator responsiveness:
- First Contact: Report the issue directly to your designated on-ground coordinator for immediate adjustment.
- Second Level Escalation: If the issue is not resolved within 12 hours, email our management team at info@massvaacare.com with the subject "URGENT: Patient Escalation". A senior manager will review your case and coordinate a resolution within 1 business day.