At Materna, we are committed to providing a safe, respectful, and high-quality experience for all our patients and visitors. We understand that, at times, concerns may arise, and we view every complaint as an opportunity to improve our care and services.

Our Commitment

• We take all complaints seriously and handle them with professionalism, confidentiality, and respect.

• We aim to resolve complaints fairly, promptly, and without discrimination.

• We use feedback to identify areas for improvement and enhance patient satisfaction.

How to Make a Complaint

If you are dissatisfied with any aspect of your experience at Materna, we encourage you to raise your concern as soon as possible. Complaints can be submitted in writing through our contact form or in person during your visit. Please include:

• A clear description of the issue

• Relevant dates or names, if known

• Any supporting details that may help us investigate

How We Handle Complaints

1. Acknowledgement – We will confirm receipt of your complaint within a reasonable timeframe.

2. Investigation – A designated team member will review your concern thoroughly and may contact you for further information.

3. Resolution – We aim to resolve most complaints within 10 business days. If more time is needed, we’ll keep you updated throughout the process.

4. Outcome – Once resolved, you will receive a written response outlining our findings and any actions taken.

Escalation

If you are not satisfied with the outcome, you may request a further review of the complaint by a senior team member. We are committed to working with you toward a resolution that respects your experience and our standards of care.