Disclaimer

LEGAL

What PCS does, and does not do.

Who we are

Patient Concierge Services (PCS) is a non medical cosmetic surgery appointment coordination and concierge support service. PCS does not provide medical advice, diagnosis, treatment or medical services.

Medical care and clinical decisions

All medical consultations, assessments, advice, procedures, treatments and clinical decisions are provided by appropriately qualified independent medical professionals and healthcare facilities.

Information on this website

PCS may assist clients by providing information, appointment coordination, communication, and access to independent medical and support providers. Any medical information provided on this website is intended for general informational purposes only, must not be relied upon as a basis for making medical decisions, and should not replace the advice or recommendations of your surgeon or another appropriately qualified medical professional.

Referral fees

PCS may receive a referral fee from some partner clinics or service providers when an appointment or service is booked through us. Where applicable, this does not increase the price charged to the client by the provider.

Sophie, our virtual assistant

Sophie, our virtual assistant, provides general information about PCS and our services. Sophie is not a medical professional and does not provide medical advice, diagnosis or treatment. AI generated responses may occasionally be incomplete or inaccurate. Information provided by Sophie should be used as a general guide only. Medical questions should always be discussed directly with your surgeon or appropriately qualified medical professional.

SERVICE DISCLAIMER

Service Disclaimer

Our Role

Patient Concierge Services (PT PCS Bali Global, referred to as “PCS”) provides appointment coordination and nonmedical concierge support. When arranging services with independent hospitals, clinics, doctors and other providers, our role is to facilitate introductions, bookings, administrative arrangements and communication.

PCS is not a medical provider and does not provide medical advice, diagnosis or treatment. Any medical information relayed by PCS comes from the treating provider and should be confirmed directly with them.

Independent Provider Responsibility

Each provider is responsible for the services they deliver, including their professional advice, clinical decisions, treatment, aftercare and management of complications. Questions about suitability, risks, expected results and recovery must be discussed directly with your treating practitioner.

An introduction or booking through PCS does not constitute a guarantee of a provider’s services or results. To the extent permitted by applicable law, PCS is not responsible or liable for the acts, omissions, services or outcomes of independent providers, including unsatisfactory results, complications, delays, cancellations or changes to treatment.

Any separately purchased PCS concierge or support package is governed by its agreed scope and does not transfer responsibility for clinical care to PCS.

Concerns About a Provider

If you have a complaint about an independent provider, PCS will help facilitate an initial conversation and establish direct contact with the appropriate provider representative.

If the complaint remains unresolved after this initial contact, PCS will step back from managing the complaint. Further correspondence, investigation and discussions about a resolution must then take place directly between you and the hospital, clinic or provider concerned.

PCS cannot determine the outcome of provider complaints or authorise or guarantee refunds, compensation, corrective treatment or revisions on a provider’s behalf. This handover relates only to the provider complaint and does not cancel any separately agreed PCS services.

For information about raising a concern, please see our Complaints Policy and Procedure.

Your Rights

Nothing in this disclaimer excludes or limits any responsibility PCS has for its own services under applicable law, or restricts any consumer rights or remedies that cannot lawfully be excluded.

COMPLAINTS

Complaints Policy and Procedure

Patient Concierge Services (PT PCS Bali Global, referred to as “PCS”) recognises the importance of listening to concerns and directing them to the organisation responsible for the service involved.

Complaints About a Hospital, Clinic or Other Provider

Complaints relating to an independent provider’s services, staff, medical advice, treatment, results, aftercare, charges or refund decisions should be addressed directly to that provider.

If you need help establishing contact, PCS will facilitate an initial conversation by helping communicate your concerns and connecting you with the appropriate provider representative, with your permission.

Once direct contact has been established, any continuing complaint must be managed between you and the provider. PCS will then step back from the complaint correspondence and will not act as an ongoing intermediary, investigator or decision maker.

The provider is responsible for investigating and responding to complaints about its services. PCS cannot authorise or guarantee a particular response, resolution, refund, compensation or corrective treatment.

Complaints About PCS Services

If your complaint concerns appointment coordination, communication, administration or concierge support provided by PCS, please email patientconciergeservicesbali@gmail.com and include “Complaint” in the subject line.

Please include:

Your full name and contact details.
The PCS service your complaint relates to.
A clear description of your concerns and relevant dates.
Any supporting correspondence or documents.
The resolution you are seeking.

We will acknowledge your complaint, review the information provided and respond to the concerns relating to PCS. We may request further information to help us understand what happened.

If your complaint involves both PCS and an independent provider, we will review the aspects relating to PCS’s own services. The provider must investigate and respond to the aspects relating to its services.

Urgent Medical Concerns

This complaints process is not an emergency or medical advice service. If you have an urgent concern about your health or recovery, contact your treating provider or seek emergency medical care without waiting for a complaint response.

Your Rights as a Client

Handing a provider complaint over does not cancel any separately agreed PCS services or prevent you from raising a complaint about PCS’s own conduct.

Nothing in this policy excludes any responsibility PCS has under applicable law or restricts your right to seek independent advice or pursue a complaint through an appropriate regulator, consumer protection body or legal process.

Still have questions?

If anything here is unclear, or you want to know exactly what we do and don’t do, just ask us. We’ll always tell you honestly.