Patient Guide, Complaints, and Compliments

At CENT , we are committed to providing safe, respectful, and high-quality ENT (Ear, Nose, and Throat) care to every patient. This page explains what to expect during your visit, and how you can share feedback, raise a concern, or let us know when something goes right.

Your Patient Guide

Before Your Appointment

  • Please arrive 15 minutes early for your first visit to complete registration.
  • Bring a valid CNIC/ID, any previous medical reports, scans (CT/MRI), audiograms, or referral letters from your GP or referring doctor.
  • If you are attending for a follow-up, bring your previous prescription and treatment notes.
  • Inform our staff in advance if you require any special assistance or have mobility concerns.

During Your Appointment

  • You will be seen by Dr.Prof. Khalid Cheema or a member of our clinical team.
  • Consultations may include an ENT examination, endoscopy, hearing tests, or other diagnostic assessments as needed.
  • You are welcome to ask questions about your diagnosis, treatment options, and next steps at any point.
  • If you need a family member or attendant present during the consultation, please let our staff know.

After Your Appointment

  • You will receive a summary of your consultation, including any prescribed treatment, tests, or referrals.
  • Follow-up appointments, if required, will be scheduled before you leave or communicated via phone/WhatsApp.
  • Test results and reports will be shared with you directly or through your referring doctor, as agreed.

Fees and Payments

  • Consultation fees are communicated in advance at the time of booking.
  • We accept [cash / card / bank transfer / insurance update as applicable].
  • If your treatment is covered by insurance or a corporate payor, please bring your insurance card or relevant documentation.

Cancellations and Rescheduling

  • If you need to cancel or reschedule, please inform us at least 24 hours in advance where possible.
  • Repeated missed appointments without notice may affect future booking priority.

Compliments

We genuinely appreciate hearing when we’ve done something well. If a member of our team, a particular consultation, or your overall experience stood out to you, we’d love to know.

You can share a compliment with us by:

  • Emailing us at [info@entclinic.com.pk]
  • Speaking directly to our reception or clinical staff
  • Leaving a review on our official Google or clinic listing page

Positive feedback helps us recognise our team and continue delivering the standard of care our patients expect.

Complaints

We take all concerns seriously and are committed to resolving them fairly, promptly, and respectfully. If you are unhappy with any aspect of your care, treatment, or experience at our clinic, please let us know.

How to Raise a Complaint

  1. Speak to us directly – Many concerns can be resolved on the spot by speaking with our reception or clinical team.
  2. Submit a written complaint – Email us at [info@entclinic.com.pk] with details of your concern, including the date of your visit and the nature of the issue.
  3. In writing/in person – You may also submit a written complaint at the clinic reception, addressed to the Clinic Manager / Patient Care Coordinator.

What Happens Next

  • We will acknowledge your complaint within 3–5 working days.
  • Your concern will be reviewed by the relevant member of our clinical or administrative team.
  • We aim to provide a full response within 15 working days. If the matter is complex and requires more time, we will keep you informed of the expected timeline.
  • All complaints are handled confidentially and will not affect the quality of care you receive from us in the future.

If You Are Not Satisfied

If you feel your complaint has not been resolved satisfactorily, you may escalate it to:

  • The Pakistan Medical and Dental Council (PMDC), for concerns relating to professional medical conduct
  • The relevant provincial health department/healthcare commission (e.g., Punjab Healthcare Commission, Sindh Healthcare Commission), depending on your clinic’s location

Confidentiality

All complaints and compliments are handled in line with our Privacy Policy, and your personal information will only be used to investigate and respond to your feedback.

Contact Us

For any questions, complaints, or compliments, please reach out to us:

  • Email: [info@entclinic.com.pk]
  • Phone: [+92 3111552553]
  • Address: [FCFR+7X DHA Phase 6, Lahore, Pakistan]