Complaints & Feedback
If something goes wrong, we want to know.
A complaint is information we can act on.
Draft for review. This document must be checked and approved by a qualified legal or compliance adviser before launch. VERAi HealthTech is a registered company in Ghana. [CONFIRM BEFORE LAUNCH] Registration number, registered address, version number, effective date, and review cycle.
1. What you can complain about
Anything about BRIDGE: how a case was handled, how long something took, how you were spoken to, a fee you did not expect, an update you should have received, a consent or privacy concern, or a partner provider we coordinated for you.
Complaints about clinical care delivered by a hospital, clinic, or clinician are best raised with that provider, and with the relevant professional body where appropriate. We can help you understand who to contact.
2. How to raise a complaint
Email info@veraibridge.com with “Complaint” in the subject line, or tell any coordinator directly. Include your name, your case reference if you have one, what happened, and what outcome you are seeking.
You may ask someone to complain on your behalf. Where the complaint involves another person’s health information, we will need their consent before discussing details.
3. What happens next
We acknowledge every complaint with a reference. An owner is assigned who was not directly involved in the events where that is possible. We review the case record, contact log, and consents, and speak to the people involved.
We then tell you what we found, what we are changing, and what we cannot change. Where we were wrong, we say so plainly.
[CONFIRM BEFORE LAUNCH] Acknowledgement and resolution timeframes.
4. Safety and adverse events
Where a complaint suggests a risk to someone’s safety, it is escalated immediately to clinical oversight rather than waiting for the normal process. Adverse events are recorded, reviewed, and used to change procedure, not filed away.
5. If you are not satisfied
You can ask for the outcome to be reviewed by the accountable owner above the person who handled it. For data protection concerns you may also contact the Data Protection Commission of Ghana. For clinical concerns about a provider, the relevant professional regulator is the appropriate route.
[CONFIRM BEFORE LAUNCH] Named escalation owner and contact route.
6. Feedback that is not a complaint
If something worked well, or nearly worked, tell us that too — it helps us fix small gaps before they become complaints.