From Complaint to Improvement: Strengthening Our Processes

While on holiday in Hisarönü, Muğla, our insured experienced severe pain due to a nerve compression in the lower back. Because the resort was in a hard-to-reach area and hospitals were unable to provide transfer support, our team stepped in immediately. After carefully assessing the situation, our operator determined the most suitable transfer method. Considering the delays and high costs of an ambulance, a taxi was chosen as the fastest and safest option. The patient was promptly transported to the nearest hospital and received the necessary treatment.

After treatment, the insured filed a complaint, citing discomfort during the transfer. In response, our Quality and Training teams conducted a thorough review of the process. As a result, our procedures were updated and training materials revised. Now:

• Vehicle selection is guided by a doctor’s recommendation.
• All transfer options are presented to the insured, and their approval is obtained.

This feedback helped us strengthen our services and make them more patient-centered. Today, every medical transfer is evaluated by considering speed, comfort, patient consent, and medical advice together.