Customer Support & Care Policy

At American Chiropractic Group (ACC) a complete recovery journey is built not only on accurate treatment protocols designed to address the root cause of the condition, but also on a foundation of Peace of Mind and Empathy.
This Customer Support Policy reaffirms ACC’s commitment to accompanying, listening to, and addressing every need of our Valued Patients with speed, precision, and dedication

1. Support Channels

To ensure all inquiries are addressed promptly, Valued Patients can contact the ACC clinics through our multi-channel support system:

Operating Hours for Support Channels:

  • During clinic hours: Monday to Saturday, from 7:30 AM to 5:00 PM; and Sunday, from 7:30 AM to 12:00 PM.
  • Outside of these hours: Requests will be recorded and responded to on the next working day.

2. Scope of Support

We are committed to providing support to our Valued Patients in the following areas:

A. Consultation & Appointment Support:

  • Providing information regarding services and explaining treatment methods (Chiropractic, Physical Therapy, Rehabilitation, etc.).
  • Scheduling, rescheduling, or canceling appointments.
  • Providing medical records, X-rays, and test results upon request (in strict accordance with privacy protocols).
  • Note: Customer Care staff do not provide medical diagnoses or make treatment decisions. All inquiries related to health status, treatment plans, or clinical adjustments will be forwarded to the attending doctor for an official response.

B. Financial & Insurance Support:

  • Transparent consultation on treatment costs prior to the commencement of care.
  • Providing necessary documentation and invoices, and guiding patients through the reimbursement (claim) process with insurance partners (Direct Billing or post-treatment reimbursement).

C. Feedback & Complaints:

  • Receiving all feedback regarding service quality, staff conduct, or facility standards to ensure continuous improvement of the patient experience.

3. Commitment on Response Time

At ACC, we value your time and are committed to the following response standards:

  • Online channels (Inbox/Email): Responses provided within 2 business hours.
  • Service-related complaints: Acknowledgment and an initial resolution plan provided within 24 business hours.
  • Complex cases (involving clinical treatment or insurance): Processing may take longer; however, ACC will proactively keep you updated on the progress.

4. Complaint Handling Process

To ensure fairness and maximize patient benefits, our complaint handling process is executed through the following steps:

  1. Reception: Recording detailed information from the patient.
  2. Verification: The Customer Service department investigates and cross-checks the information.
  3. Resolution: The Customer Service Manager coordinates with the Clinic Manager to propose a corrective solution and reaches an agreement with the patient.
  4. Feedback Collection & Case Review: Monitoring patient satisfaction levels after the issue has been resolved and reviewing the case file.

5. Data Privacy & Confidentiality

At ACC, we prioritize the privacy of our patients above all else. We have established rigorous data management protocols to ensure the confidentiality of your personal information and medical records.

Patient data is accessed exclusively by authorized personnel and is used solely for the following purposes: improving the quality of diagnosis and treatment, and optimizing the service experience.

Furthermore, we respect your right to data ownership. You have the full right to request access to, update, or amend your personal information at any time through our official support channels.

6. Code of Conduct & Mutual Respect

At ACC, we strive to foster a professional and compassionate healthcare environment, where every patient is treated with kindness, empathy, and absolute respect. This is the service standard that our team is committed to upholding every single day.

To ensure a peaceful and secure environment for our patients currently undergoing treatment, as well as to maintain the dignity and respect for our doctors and specialists, we reserve the right to refuse service to individuals who display disrespectful behavior or conduct that negatively impacts our healing environment.