Patient service standards

Service standards

As our client, you can expect us to meet the below service levels in terms of communication and report delivery.

We always aim to meet the highest customer service standards and we do this by providing a timely and efficient service while also being open and easy to communicate with. Here are some examples of our customer service standards and achievements.

  1. Booking an appointment

    90% of our clients are given and appointment date within 20 days of them coming to us.

  2. Report delivery

    90% of our clients receive their medical report within 25 days of them coming to us

  3. Ammendments

    90% of our clients received their amended medical report within 15 days of them asking us for the amendments.

  4. Emails

    90% of all incoming emails are responded to within 48 hours.

  5. Letter

    90% of all incoming emails are responded to within 48 hours.

  6. Phone calls

    90% of all incoming phone calls are answered within 30 seconds.

  7. Live chat

    90% of all our incoming live chat messages are responded to within 20 seconds

  8. Text messages

    90% of all incoming emails are responded to within 48 hours.

  9. Social media

    90% of all messages are responded to within 48 hours.

  10. Quality assurance

    100% of all medical reports produced by CL Medicall Aid will be quality checked prior to them being returned to the client

    5% of all medical reports produced by CL Medicall Aid will be clinically reviewed for quality assurance by a trained medical professional.

  11. Complaints

    90% of our complaints are resolved and closed within 20 days of us receiving the complaint.