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Actionable Feedback Policy

Actionable Feedback Policy | Albanian Health Agency

Last Updated: June 2025

At Albanian Health Agency, we are committed to providing exceptional healthcare services and a seamless patient experience. Your feedback is essential to helping us improve our services, clinic partnerships, and overall customer satisfaction. This Actionable Feedback Policy outlines how we collect, evaluate, and act upon the feedback from our patients, partners, and website users.

1. Purpose of This Policy

Our goal is to ensure that all feedback we receive is:

  • Taken seriously and addressed promptly

  • Used constructively to improve our services and partnerships

  • Handled transparently and respectfully

We believe that continuous improvement benefits both our patients and our clinic partners.

2. How to Submit Feedback

You can provide feedback through multiple channels, including:

  • Contact forms on our website

  • Direct emails to our support and patient care teams

  • Phone calls with our customer service representatives

  • Reviews and testimonials on trusted third-party platforms

We encourage honest and detailed feedback about your experience with Albanian Health Agency or any of our partner clinics.

3. Types of Feedback We Welcome

We value all kinds of feedback, including but not limited to:

  • Positive experiences that highlight what we do well

  • Suggestions for new services or improvements

  • Concerns or complaints about treatments, communication, or logistics

  • Issues related to booking, travel assistance, or aftercare

4. How We Handle Feedback

  • Acknowledgment: We confirm receipt of your feedback within 2 business days.

  • Assessment: Our dedicated feedback team reviews and categorizes feedback to determine the appropriate course of action.

  • Investigation: For concerns or complaints, we work closely with the relevant partner clinic or service provider to investigate and address the issue.

  • Response: We aim to respond with solutions or updates within 10 business days, depending on the complexity of the feedback.

  • Continuous Improvement: Feedback is shared with internal teams and partners to guide training, process updates, and service enhancements.

5. Privacy and Confidentiality

We treat all feedback confidentially and respect your privacy. Personal information shared with us will only be used to respond to your feedback and improve our services. For more details, please refer to our Privacy Policy.

6. Our Commitment to You

  • We pledge to listen carefully and respond respectfully to every piece of feedback.

  • We strive to maintain an open and transparent communication process.

  • Your voice directly contributes to improving patient care and experience in Albania’s medical tourism sector.

7. Contact Information

To submit actionable feedback, please reach out to us at:

8. Final Note

At Albanian Health Agency, your satisfaction and safety are our top priorities. We appreciate your trust and will continue working tirelessly to provide you with excellent medical tourism experiences.