Complications & Escalation Policy
How we support you in the event of clinical or administrative issues
Tell the ward nurse or duty doctor at once. If you are not in hospital, call India’s emergency number 112 or go to the nearest emergency department. Then let your coordinator know.
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
- 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 ask the hospital to have your treating consultant review your case and your fitness to travel.
2. Handling Hospital Billing Disputes
- Bill Audit Support: Before you make the final payment, our team will help you cross-reference the bill with the inclusions and exclusions of your written estimate.
- Dispute Resolution: If discrepancies are found, we will coordinate with the hospital's billing and audit department to request an itemised 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:
- Your coordinator Straight away
Report the issue directly to your designated on-ground coordinator for immediate adjustment.
- Management review If not resolved within 12 hours
Email info@massvaacare.com with the subject “URGENT: Patient Escalation”, or send the same message on WhatsApp. A partner of the firm reviews your case and coordinates a resolution within 1 business day.
- Formal complaint In writing
If you are still not satisfied, write to us at info@massvaacare.com with the subject “Complaint”. We reply in writing, and you remain free to raise the matter with the hospital or the relevant authority directly.