At Alternaleaf, we understand prompt, transparent communication is vital to your patient experience. If you haven’t received a response to your query or complaint, we’re here to ensure your concern is addressed quickly. This guide explains what steps to take, how to reach our Patient Care Team, and what you can expect as we resolve your issue.
Check Your Communication Method
Start by checking your original message and inbox (including spam/junk folders) to make sure you haven’t missed our reply. If you contacted us through the patient portal, log in to review new notifications or messages from our team.
Follow Up with Patient Care
Use your original method (email, portal, or phone) to follow up on your case.
If urgent, contact our Patient Care Team directly by phone or via the dedicated support email listed on our website.
Be sure to provide your full name, date of birth, and any case or reference number to help us locate your information quickly.
Understand Our Resolution Process
Our expert Patient Care Team aims to respond to all queries as quickly as possible, typically within 24–48 working hours. Once we’ve received your follow-up, we’ll prioritise your concern and keep you informed of progress throughout the resolution process.
Escalate if Necessary
If your concern remains unresolved, request an escalation to a Patient Care Manager.
Alternaleaf is committed to delivering unrivalled patient care and ensuring all issues are handled with urgency and empathy.
Conclusion: We’re Here for You
At Alternaleaf, your wellbeing and satisfaction are central to our mission. Don’t hesitate to follow up or escalate – our expert team is always on hand to support you and ensure a swift, compassionate resolution to any query or concern.