COMPLAINTS PROCESS
We are committed to ensuring that all patients and clients receive safe, high-quality, and equitable healthcare services. We understand that concerns or issues may arise, and we encourage you to voice your complaints so that we can address them promptly and effectively. Our complaints process is designed to be transparent, fair, and efficient, ensuring that your concerns are heard and resolved in a timely manner.
Below is a step-by-step guide to filing a complaint and what you can expect after submitting it:
You can also watch our explainer video on how to submit your complaint HERE
01
Submit Your Complaint
You can file a complaint with the HRA using any of the following methods:
-
Online: Download our Complaints form below. Fill out the form and email your complaint to Complaints@hra.gov.tc.
-
Phone: Call us at 1-649-338-4921 to speak with a representative.
-
In Person: Visit our office at 2nd Floor, Town Centre Mall, Downtown, Providenciales, TCI.
-
Mail: Send a written complaint to:
Healthcare Standards Development Officer
Compliance and Standards Division
Health Regulation Authority
Town Centre Mall, 2nd Floor
Downtown, Providenciales, TCI
Please ensure your complaint includes:
-
Your name and contact information (unless you wish to remain anonymous).
-
The name and location of the healthcare facility or service provider.
-
A detailed description of the issue, including dates, times, and any relevant documentation or evidence.
Note: Complaints must be filed within six months of the incident.
02
Acknowledgment of Your Complaint
Once your complaint is received, the HRA will:
-
Acknowledge receipt of your complaint within 48 hours after receipt.
-
Provide you with a reference number for tracking purposes.
03
Initial
Assessment
The HRA will review your complaint to determine if it falls within our jurisdiction. If your complaint is outside our scope (e.g., related to fees, clinical decisions, or employment matters), we will inform you and provide guidance on alternative avenues for resolution.
04
Investigation
If your complaint is within our jurisdiction, the Health Regulation Authority will:
-
Establish the full circumstances of your complaint.
-
Contact the healthcare facility or service provider to gather additional information.
-
Conduct an inspection or review if necessary.
05
Resolution and Feedback
Once the investigation is complete, the HRA will:
-
Share the findings of the investigation with you.
-
Provide a detailed response outlining the actions taken or recommendations for resolution.
-
Identify steps to prevent similar issues from occurring in the future.
06
Follow-Up
If the complaint involves deficiencies at the healthcare facility, the HRA will:
-
Set timelines for the facility to address the issues.
-
Conduct follow-up inspections to ensure compliance.
-
Keep you informed of the progress and final resolution.
What Happens After Your Complaint is Resolved?
The HRA will close your complaint once all actions have been completed. If you are not satisfied with the resolution, you may request a review of the decision or escalate the matter further.
Confidentiality and Consent
The HRA respects your privacy and will handle your complaint confidentially. If a third party files a complaint on your behalf, we will ensure they have your consent to share your personal information.
Contact Us
For assistance with filing a complaint or for updates on an existing complaint, please contact us:
Address
2nd Floor, Town Centre Mall, Downtown, Providenciales, TCI
Phone
(649) 338-4921
Your feedback is essential to helping us maintain high standards of healthcare in the Turks and Caicos Islands. We are here to listen, support, and take action to ensure your safety and satisfaction