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Complaints and Procedures

Common Complaints

A. Long Line Queue


1. Prioritize Senior Citizens/ PWD/ Pregnant Women
2. Medical Staff will assist each applicant to their designated area
3. Accommodate other applicants at the waiting area and inform them to wait for their turn
B. Client returns due to encoding errors in their medical certificate
1. Apologize for the error
2. Check the information uploaded
3. Edit errors in the medical certificate
4. Double check in the presence of the client if all information is correct
5. Print edited medical certificate
C. Client refuses to accomplish Annex B form
1. Explain the importance of filling in all the required information
2. If client still refuses, medical staff will volunteer to fill out the form as per client’s consent
3. All questions from the form will be asked clearly and all answers by the client will be
recorded accurately by the medical staff
4. Double check in the presence of the client if all information is correct
5. Let the client sign the consent for medical examination