Feedback and Complaints
Our Statement
At the Georgian-American Center for Reproductive Medicine, Reproart, we are committed to delivering safe, high-quality care while ensuring a positive experience for all our patients. Your feedback, comments, and concerns are essential in helping us improve our services. We encourage you to share your thoughts by following the steps outlined in this guide, as your voice matters in assisting us to serve our patients better.
Why Your Feedback Matters
Helping Us Improve
When you share your thoughts or concerns, it helps us identify areas for improvement in our services and patient care.
Making Patients Happy
We want to make sure our patients are satisfied, and your feedback is key to achieving this.
Quality Assurance
We operate as an ISO 9001-certified facility, which means we adhere to strict standards prioritising patient care quality.
Voicing Your Comments or Complaints
At the Georgian-American Center for Reproductive Medicine, Reproart, we understand that the journey to fertility can have its ups and downs, and we genuinely care about your experience with us. If you have any concerns or face challenges while you are under our care, no matter how small they may seem, we encourage you to reach out to us. Your well-being is our top priority, and we are here to support you every step of the way.
Please rest assured that sharing your concerns will not affect our relationship; you will always receive the same level of compassionate care and attention that you deserve.
Your concerns may sometimes arise from issues with external donor banks, surrogacy agencies, or other service providers related to your journey. In such cases, we are here to guide you on how to make those concerns known.
Confidentiality
We want all our patients to feel comfortable raising their concerns. We take these concerns seriously and handle them with complete confidentiality. Your information will only be shared with the specific team members responsible for addressing your concerns, and it will not be disclosed to anyone outside of that group.
Informal Resolution
Discuss with Staff: It is always best to address issues as soon as they arise. If you have a comment or a complaint, please feel free to approach a member of our staff directly, and they will do their utmost to resolve it for you immediately. If the staff member is unable to assist, they will explain the reason. You can then request that your complaint be formally logged and investigated.
If you make a verbal complaint to any of our staff members, we recommend that you note when you made the complaint and who you spoke to.
Feedback Forms – You can complete a feedback form, available at the reception and online. These forms are anonymous and will be reviewed by our quality management team.
Making a Formal Complaint
You can make a formal complaint in any of the following ways:
- You can get in touch with our Complaints Team on tel +995 551 364343 if you prefer to make your complaint over the phone.
- You can use the form on this page, just scroll down.
- You can e-mail us at complaints@reproart.ge
- You can fill out a physical complaint form at one of our facilities. We have complaint forms available at our reception and common areas.
Complaints must be made within six months of the event to allow for an effective investigation. If your complaint is submitted after this period, we may not be able to look into your concerns.
- If you are submitting a complaint for someone else, we require their written consent for you to represent them.
The Reproart Complaints Policy ensures that your case is addressed with honesty, courtesy, and empathy, and that your concerns will be investigated thoroughly. You will receive updates throughout the process.
We aim to conclude matters to the satisfaction of all parties as soon as practically possible. Once our investigation is complete, we will provide you with a comprehensive response.
What to Include in Your Complaint
- Your full name, address, and telephone number (please include an email address if applicable)
- Indicate whether you are the patient or if you are submitting the complaint on behalf of someone else.
- Provide the date and time of your visit (if applicable).
- Name the Reproart site you visited (if applicable).
- Briefly describe the nature of your complaint, including relevant dates and times.
- List your specific concerns, starting with the most important one.
- Clearly state what you hope to achieve (for example, an apology, an explanation, etc.).
- Indicate your preferred method of communication.
- Confirm whether you consent to the investigator viewing any relevant health records we have on file.
- It would be helpful to include additional information, such as copies of relevant documents, with your complaint.
What to Expect After Submitting Your Formal Complaint
Complaints Procedure
We aim to resolve concerns promptly and expect to deal with the vast majority within 20 working days.
If your complaint is more complex we will:
- let you know why the investigation process is taking longer than 20 days.
- tell you how long we expect it to take.
- give you regular updates every 20 working days on any progress made.
The person investigating your concerns will aim first to establish the facts. The extent of this investigation will depend on how complex the issues you have raised are.
In complex cases, we will draw up an investigation plan. Sometimes, we may ask to meet with you to discuss your complaint. Occasionally, we might suggest mediation or another method to resolve disputes.
When investigating your complaint, we will look at relevant evidence. This could include relevant files, notes, letters, emails, CCTV footage, records of telephone conversations, etc. We will also talk to the staff or others involved and view our policies for guidance.
Please be assured that should any element of your complaint potentially indicate a clinical negligence claim, you retain the right to pursue independent legal counsel.
Commitment To Improvement
At Reproart, we take your feedback seriously. We are committed to learning from our mistakes and continually improving our services to ensure that every patient receives excellent care.
Thank you for helping us achieve this goal.
What We Expect From You
WE HAVE ZERO TOLERANCE FOR ANY ANTISOCIAL OR ABUSIVE BEHAVIOUR TOWARDS OUR STAFF.
All complainants have the right to be heard, understood, and respected. At the same time, our staff deserve the same rights. Therefore, we expect you to be polite in your interactions with us. We will not tolerate aggressive or abusive behavior, unreasonable demands, or excessive persistence.
Feedback Form
Feel free to fill out the form below to share your feedback. If you’d rather use another method, please see the ‘Making a Formal Complaint’ section above.
Learn More About Reproart
Here you can explore what guides our work and the values behind every decision we make. Learn more about our Code of Conduct, our journey, and the centers where we support intended parents every day.
