Feedback & Complaints Policy — Patient Support

1. Sending feedback or a complaint

Feedback and complaints can be sent through:

WhatsApp +971543340292

Email clinicanefertitidubai@gmail.com

Please include the following information as far as you can:

• Your name and preferred means of contact.
• The date of the visit or of the incident the complaint concerns.
• A clear description of the matter.
• The outcome or the assistance you are asking for, if any.
• The invoice number or booking reference, if it is related to the matter.

There is no need to attach sensitive medical records or images to your first message. If the review needs further information, the team will explain what is required and the appropriate way to share it.

2. Complaining on behalf of someone else

A complaint may be made through an authorised representative of the patient. We may ask for what is needed to verify identity and authorisation before discussing or sharing personal or health information.

3. Acknowledgement and review times

We acknowledge a complaint within two working days of receiving it through the channels above.

We give a response with the outcome of the review within seven working days of receiving the complaint.

If the matter needs additional time, we inform the person who made the complaint of the reason for the delay and the expected date of the response before the stated period ends, and give appropriate updates if the review continues.

The periods are counted in official working days, excluding public holidays.

4. How a complaint is handled

The clinic management reviews the details of the complaint and the information available, and may contact the person who made it for clarifications that help in understanding the matter.

Medical matters are referred to the relevant specialists for review, and administrative or financial matters are reviewed with those responsible for them.

The response covers a summary of the review, the relevant clarifications, and any corrective steps or suitable remedies, while respecting the privacy of everyone involved.

Making a complaint does not automatically mean that a request for compensation or a refund is accepted; that is determined according to the facts of the case, the policies, and the applicable legal rights.

5. Confidentiality and fair treatment

Access to the details of a complaint is limited to the people whose work requires them to take part in reviewing or handling it, and to bodies legally authorised where necessary.

Making a complaint does not affect the patient's right to receive care or the quality of their treatment, and the patient is not asked to waive their rights in exchange for the complaint being considered.

6. Asking for a further review, and escalation

If the response was not clear, or points remain unaddressed, you can ask the clinic management for a further review, explaining the reasons for your objection or providing additional information.

We acknowledge a request for a further review and respond to it within the periods set out in this policy, informing you of any need for additional time.

Internal review procedures do not prevent you from contacting the Dubai Health Authority or any competent body directly according to the nature of the complaint, and completing them is not a condition of exercising a legal right to make an external complaint.

7. Urgent medical situations

The complaints channels are not intended for emergencies, and you should not wait for a complaint review to finish before seeking the care you need.

If severe or sudden symptoms appear, please contact the emergency services or go to the nearest emergency department. For questions about recovery after a procedure, please contact the medical team in line with the aftercare instructions given to you.

8. Recording complaints and improving the service

We keep an appropriate record of complaints and the action taken on them, in line with the applicable privacy and record-keeping requirements.

We may use what we learn from them to improve procedures and to train the team, avoiding the disclosure of patients' identities where that is not necessary for the purpose.

9. Contact

Clinica Nefertiti L.L.C management

Phone +97144124666

WhatsApp +971543340292

Email clinicanefertitidubai@gmail.com

Address Villa 34, Jumeirah 3, Dubai, United Arab Emirates.