Legal
Dispute Resolution Policy
Last updated: April 2025
1. How to Submit a Dispute
Disputes or concerns regarding services received must be submitted in writing to dispute@russaldmedical.com. Your submission must include your full name, contact information, procedure date, and a clear description of the concern.
2. Review Process
Each dispute is assigned a designated representative who will review your case. For medical concerns, your case may be reviewed in collaboration with the treating physician or clinical team. We may contact you for additional information, documentation, or photographs during the review.
3. Review Timeline
We aim to acknowledge dispute submissions within 5 business days. Resolution timelines vary depending on the complexity of the case and may extend to 30 or more days for matters requiring clinical review or coordination with multiple parties.
4. Required Cooperation
A complete and good-faith review requires patient cooperation, including timely responses to requests for documentation, photos, videos, or medical records from independent providers. Failure to provide requested information may limit our ability to complete the review.
5. Good Faith Resolution
All resolutions are based on clinical evaluation, accepted medical standards, and available documentation. Aesthetic surgical procedures inherently involve subjective outcomes and do not guarantee specific visual results. Resolution determinations reflect medical standards and documented clinical care.
6. Conduct During Active Review
We ask that patients allow the formal review process to be completed before drawing final conclusions or pursuing external escalation. Premature escalation may complicate resolution and prolong the process.
7. Public Statements and Fair Representation
Public statements — including online reviews and social media — must be truthful and not misleading. Russald Medical Center reserves the right to respond to public statements with contextual information and relevant documentation to ensure accurate representation of care delivered.
8. Misuse and Bad Faith Claims
Disputes submitted in bad faith — including refusal to cooperate, fabricated claims, or threats of false negative reviews to obtain financial concessions — may result in termination of the review process and referral to appropriate legal channels.
9. Non-Interference with Medical Judgment
The dispute resolution process does not override physician medical judgment or clinical decisions. Disputes regarding clinical outcomes are assessed against accepted standards of care, not patient expectations alone.
10. Mediation
For disputes that cannot be resolved through our internal process, we commit to good-faith mediation in Mexico before any formal legal action is initiated by either party.