This happens very rarely, but we are fully committed to supporting patients, no matter what.
If you've purchased Care Team Assistance, report the issues you've faced to your personal case coordinator. We're happy to mediate between the clinic and the patient to achieve a successful outcome.
If you have dealt directly with a clinic, reach out to the treating clinic with your issue and inform us about the matters of concern.
In either case, we will initiate a quality review to determine how the issue arose, and we de-list clinics from our platform if the clinic is at fault and has put patient safety at risk. We also perform a quality review when any review score is under 60 (out of 100).