Complaints and Feedback

How to contact us

You may raise a concern verbally or in writing. Call (305) 434-2647 and ask for the person responsible for patient complaints, speak to a clinic team member, or write to: Patient Complaints, Miami Stem Cell Clinic, 1395 Brickell Avenue, Suite 200, Miami, Florida. For a privacy matter, ask for the Privacy Officer.

Please give your name and preferred contact method, the date and nature of the concern, the people or services involved, and the outcome you would like us to consider. Include only information relevant to the concern. We can explain how to provide supporting medical information securely.

You may ask an authorized representative to assist you. We may need permission or proof of authority before discussing confidential information with that person. We will also consider anonymous feedback, although anonymity may limit our ability to investigate or reply. Assistance with communication or an accessible format is available on request.

What happens next

Acknowledgement. We aim to acknowledge receipt within five business days. Urgent clinical or safety concerns are directed for appropriate attention rather than left in a routine feedback queue.

Review. We consider the information, review relevant records, speak with appropriate personnel and may contact you for clarification. Where practicable, someone not directly involved in the concern will oversee the review. Information is shared only as needed for a fair investigation or as permitted or required by law; absolute confidentiality cannot be guaranteed.

Response. We aim to provide a substantive response within 30 calendar days. If more time is required, we will explain why and provide an expected response date or progress update. Where appropriate, the response will explain our findings, any corrective action and the next review option. These targets do not replace a shorter deadline required by law.

Further review. If you are dissatisfied, request review by the Medical Director or another appropriate senior reviewer. If your complaint concerns that person, ask for an alternative reviewer. You do not have to complete our internal process before seeking outside assistance.

Emergencies and urgent treatment concerns

For a medical emergency, call 911 or go to the nearest emergency department. For a time-sensitive concern after treatment, use the clinical contact instructions provided with your care and seek urgent medical attention when appropriate. The feedback process is not a substitute for emergency or urgent medical care.

Independent complaint routes

Health-information privacy. You may complain directly to the US Department of Health and Human Services, Office for Civil Rights (OCR), about possible HIPAA violations or applicable Part 2 confidentiality violations. OCR complaints generally must be filed within 180 days of when you knew or should have known about the alleged violation; OCR may extend that period for good cause.

HHS OCR — Privacy complaints and filing instructions

Florida healthcare concerns. The Florida Department of Health provides a complaint route for matters involving healthcare practitioners within its jurisdiction and directs users to the Florida Health Care Complaint Portal. Use the official route to identify the authority responsible for the concern.

Florida Department of Health — Complaints and Enforcement

Disability access. You may contact the US Department of Justice about concerns under the Americans with Disabilities Act, where applicable.

US Department of Justice — ADA complaint information

Your rights remain intact

You may contact an appropriate regulator, licensing board or other authority without first complaining to the clinic. Our complaint process does not limit your legal rights or extend an external filing deadline. We will not ask you to waive a privacy or other legal right as a condition of considering a complaint.

Compliments and suggestions

We also welcome suggestions and positive feedback through the same contact channels. If we wish to use your comments publicly in a way that identifies you, we will seek the permissions required by law. Providing feedback does not itself authorize publication of your identity, medical information or treatment story.