This policy and procedure applies to PPSI clients who have booked a plastic surgery procedure through our affiliated agencies or directly through our reception or online channels.
At PPSI we stand by the service that we offer, believing in quality, client satisfaction and that we have a responsibility to our clients long after they have returned home. PPSI provides our clients with the assurances that they are not putting themselves at unnecessary risk by travelling overseas for surgery.
Clients are advised that risks are inherently associated with any surgery, and that clients should be fully informed of those risks prior to electing to undertake surgery at PPSI. Information on surgical, anaesthetic and other risks are detailed in PPSI Procedure Information pamphlets and consent forms. Clients should also fully discuss these risks with their attending surgeon.
If clients are healthy without prior medical conditions, have realistic expectations, follow their surgeon’s advice and recovery instructions, then they should be pleased with the outcome of the surgery. If a problem arises as a direct result of the surgery or hospital admission may require corrective surgery, PPSI has set up a review process. Notification of a client’s dissatisfaction should be made in writing to firstname.lastname@example.org within 12 months of the surgery.
Clients are advised to report a complication or dissatisfied with the outcome to their agency or directly to PPSI. In order for the tending surgeon to review and advise on a case, PPSI request that the client or agency:
Initially the case will be reviewed by the attending surgeon. More complex cases will be referred for a review by PPSI’s Surgical Review and Risk Management Committee, which consists of at least 2 Senior Plastic Surgeons and a Hospital Risk Management Doctor. The committee will review the evidence presented and determine if revision surgery or other action is warranted on a case-by-case basis. This determination will essentially be:
After a determination of the above, the amount and extent of responsibility between PPSI and the client will be allocated. In some cases, responsibility will be 100% allocated to PPSI, in others, 50% to PPSI and 50% to the client (percentage may vary), and in others 100% responsibility to the client. Allocation of responsibility will be made based on the evidence presented in each case.
PPSI will notify the client or the client’s agency of the determination in writing. If a client disagrees with the determination, they should immediately notify PPSI, in writing, providing the reasons or evidence why they disagree with the determination.
Clients should be aware that:
Significant risk factors that may be taken into account when making a determination on high risk surgery cases
Patients with any of the following risk factors should ensure that this information has been provided to their surgeon before undertaking any surgical procedure and declared fully and truthfully on the pre admission form, including but not limited to:
Clients should be aware that the following exclusions will not be considered by the review committee:
After taking into consideration the conditions and exclusions above, the PPSI Surgery Review Committee will make a written determination that may or may not include an offer for revision or touch-up surgery.
On a case-by-case basis, the determination may include the following:
Refund of the cost of hotel accommodation for the time required to be in Phuket for corrective surgery may be offered at a rate of THB 1,200 per night. Any additional hotel costs, including upgrades and meals, must be paid by the client. PPSI will not be responsible for any expenses for the patient’s companion or family.
Note: PPSI must be notified within 1 year of the original surgery and corrective surgery must be completed within the time period specified in the written determination.