Google ReviewsAt Saigon Implant Center, we believe that listening to our patients is an essential part of delivering safe, ethical, and high-quality dental care. Every suggestion, compliment, concern, or complaint provides an opportunity for us to improve our clinical services, patient experience, and overall standards of care.
This policy outlines how we receive, review, and respond to patient feedback in a fair, transparent, and timely manner.
We value every patient’s feedback and are committed to resolving concerns in a fair, timely, and transparent manner. If you have a question, concern, or complaint about your care or experience with our clinic, please contact our Patient Support Team.
Patient Support Hotline: +84 973 199 986
Scope
This policy applies to:
- Patients receiving treatment at Saigon Implant Center.
- International patients traveling to Vietnam for dental care.
- Authorized representatives acting on behalf of a patient.
- Feedback relating to consultations, diagnosis, treatment, follow-up care, warranties, customer service, or any other services provided by Saigon Implant Center.
Our Principles
Every piece of feedback is handled according to the following principles:
- Respect for every patient’s opinion and experience.
- Fair, objective, and transparent review of all concerns.
- Decisions based on clinical records, treatment documentation, and relevant evidence.
- Protection of patient privacy and confidential health information.
- Timely communication throughout the review process.
- Equal treatment regardless of nationality, residency, or treatment plan.
Types of Feedback We Accept
Patients are welcome to contact us regarding matters including, but not limited to:
- Quality of dental treatment
- Diagnosis or treatment planning
- Treatment outcomes
- Professional conduct of dentists or staff
- Treatment fees or payment concerns
- Warranty-related questions
- Post-treatment care
- Appointment scheduling or administrative services
- Clinic facilities, hygiene, or patient comfort
- Suggestions for improving our services
Our Review Process
Step 1 – Receiving Your Feedback
All feedback is acknowledged and forwarded to the appropriate department for initial review.
Step 2 – Information Verification
We review the relevant treatment records, clinical documentation, and any supporting information provided by the patient.
If additional information is required, we may contact the patient to ensure a complete and accurate assessment.
Step 3 – Clinical Review
When a concern involves clinical treatment, the case may be reviewed by the treating dentist, the Clinical Director, or other qualified members of our clinical team.
In certain situations, patients may be invited to attend a follow-up examination so we can make an informed clinical assessment before reaching a conclusion.
Step 4 – Resolution
Once the review is complete, we will explain our findings and discuss any appropriate solutions with the patient.
Where the matter falls within the clinic’s responsibility, we will work in good faith to provide a reasonable resolution in accordance with our policies and professional standards.
Step 5 – Continuous Improvement
Every case is documented and reviewed as part of our internal quality management process to help improve patient care, clinical protocols, and service standards.
Response Time
We aim to respond as promptly as possible.
- Receipt of your feedback will be acknowledged after sufficient information has been received.
- Most matters are reviewed within 3 business days.
- More complex cases requiring additional clinical evaluation or consultation may take longer. If this occurs, we will keep you informed of the progress.
Some concerns relating to treatment outcomes require professional clinical evaluation. When appropriate, our assessment may include:
- Dental records
- Radiographs or CBCT scans
- Digital photographs
- Approved treatment plans
- Follow-up examination findings
- Compliance with post-treatment instructions
Clinical decisions are made using objective evidence and accepted professional standards rather than subjective opinion alone.
If a complaint cannot be resolved through mutual discussion, either party may seek further review or resolution through the appropriate competent authority in accordance with applicable laws.
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