The Patient Service Unit's mission is to welcome the patient and his family, to resolve all kinds of requirements, from questions or concerns related to the operation of the Clinic to suggestions, complaints, requests and / or compliments.
Complaints Management Procedure
Clínica Universidad de los Andes has different channels for patients and relatives to file a complaint.
After the complaint is received by the Clinic, it is sent to the Patient Service Unit, where our assistants compile the case’s background information, enter it on to our service platform and contact the claimant via email to notify reception and
response times.
The Patient Service Unit will send the background information to the head of the responsible units and will request the corresponding report. Once the necessary information has been gathered, the claimant will receive an answer in writing and signed by
the designated person, by the Technical Director or the Legal Representative.
Complaint responses will be delivered within a period of 15 business days, counted from the first business day following its receipt at Clínica Universidad de los Andes. In the event that the claimant disagrees with the response provided by the
Clinic or does not obtain it within the period indicated above, they may appeal to the Chilean Superintendency of Health within 5 business days, starting from the established response date notified or from the end of the referred period of 15 business
days.
Available communication channels
Form available by clicking here
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