FREQUENTLY ASKED QUESTIONS

The HRA is responsible for regulating healthcare facilities and services in the Turks and Caicos Islands. Its mission is to ensure safe, high-quality, and equitable healthcare for all patients by enforcing standards, licencing facilities, and investigating complaints.

You can view which facilities are licenced under the Health Regulation Authority here. Alternatively, you can contact the HRA directly at (649) 338-4924 or email info@hra.gov.tc. Licenced facilities are required to meet strict standards for safety, quality, and compliance.

You can file a complaint with the HRA by:

• Email: Complaints@hra.gov.tc

• Phone: 1-649-338-4921

• In Person: Visit the HRA office at 2nd Floor, Town Centre Mall, Downtown, Providenciales, TCI

• Mail: Send a written complaint to the Healthcare Standards Development Officer, Compliance and Standards Division, Health Regulation Authority.

• Online: You can file a complaint by downloading our online complaints form and emailing it to: Complaints@hra.gov.tc

The HRA can investigate complaints related to:

• Quality of care and treatment

• Issues with the care environment or equipment

• Poor treatment by staff

• Operational or procedural issues

• Failure to follow appropriate processes  Lack of information provided by the service provider

The HRA cannot investigate:

• Complaints about facilities or services it does not regulate

• Events that occurred more than six months before the complaint

• Fees charged or refunds for treatment

• Clinical decisions made by healthcare professionals

• Ethical standards of individual healthcare professionals

• Matters related to employment contracts or legal proceedings

Complaints must be filed within six months of the incident. The HRA will not investigate complaints about events that occurred more than six months before the complaint is received.

Yes, a third party such as a family member, carer, friend, or advocacy group can file a complaint on your behalf, provided they have your consent to share your personal information as part of the complaints process.

The HRA will:

• Establish the full circumstances of your complaint

• Arrange for you to discuss the problem with them

• Identify actions to prevent the issue from occurring again

• Conduct an investigation if necessary and provide a response

Report the issue immediately to the facility’s management. If the issue is not resolved, file a complaint with the HRA using the contact information provided above.

No, the HRA does not handle disputes related to fees charged for treatment or refunds.

You can visit the HRA website (Health Standards) or contact the HRA office for information on healthcare standards, regulations, and guidelines.

Report your concerns to the HRA immediately. Unlicenced facilities may not meet the required standards for safety and quality, posing risks to patients.

The HRA conducts regular inspections, reviews compliance with standards, and investigates complaints to ensure healthcare facilities provide safe, high-quality care. Facilities must also maintain medical malpractice insurance and adhere to strict operational guidelines.

You can contact the HRA for guidance on patient rights and responsibilities. The HRA is committed to protecting healthcare consumers and ensuring equitable access to safe and effective healthcare services. For further questions or assistance, please contact the Health Regulation Authority at (649) 338-4924 or email info@hra.gov.tc.