Overview
Ody Health is committed to patient safety, quality service, and prompt resolution of concerns. This Complaint Resolution and Patient Safety Policy describes how we receive, address, and escalate patient complaints, adverse events, safety concerns, and service issues.
Ody Health is a technology and administrative platform. We do not practice medicine, make clinical decisions, prescribe medication, dispense medication, operate a pharmacy, or conduct clinical investigations. Ody Health’s primary responsibility is to receive complaints, triage them appropriately, and escalate clinical safety concerns and adverse events to the independent licensed providers, pharmacies, laboratories, and other service providers involved in your care.
Licensed service providers and partner networks are responsible for investigating clinical safety concerns, managing adverse events, reporting to regulatory bodies, and taking appropriate clinical action. Ody Health facilitates this communication and supports the process, but does not replace the responsibilities of licensed clinicians or regulated entities.
Types of complaints we address
Ody Health receives and addresses the following types of complaints:
Clinical safety concerns: Concerns about the appropriateness of a prescription, dosage, medication combination, clinical recommendation, or clinical decision made by a provider. Examples include concerns that a provider recommended a medication despite a known allergy, that a dosage seems unusually high or low, or that a medication interaction was not considered.
Adverse events and side effects: Unexpected or unwanted medical symptoms or reactions related to a medication, protocol, or treatment obtained through Ody Health. Examples include allergic reactions, severe side effects, unexpected medical symptoms, or other adverse health effects.
Quality of care complaints: Concerns about the quality, responsiveness, or appropriateness of clinical services, provider communication, or clinical judgment. Examples include concerns that a provider did not adequately review medical history, was dismissive of symptoms, or did not provide adequate explanation of a treatment plan.
Service complaints: Concerns related to platform functionality, billing, subscription renewal, pharmacy fulfillment delays, laboratory test availability, customer service responsiveness, or technical issues. Examples include duplicate charges, slow or missing medications, lab test delays, or difficulty canceling a subscription.
How to report a complaint
Patients may report complaints through multiple channels:
Email: Send a detailed description of your complaint to info@odyhealth.co. Include your name, account information, relevant dates, and a clear description of the issue.
Mail: Write to:
Ody Health
Attn: Patient Safety and Complaints
1309 Coffeen Avenue STE 1200
Sheridan, Wyoming 82801
Within the platform: If available, use the “Report an Issue” or “Contact Support” feature within the Ody Health application to submit a complaint.
Response time: Ody Health acknowledges receipt of complaints within 2 business days. We will work to resolve service complaints within 10 business days and will provide an initial status update for clinical or safety complaints within 5 business days.
You may also report safety concerns directly to the independent provider, pharmacy, or laboratory involved in your care if you believe immediate clinical attention is needed.
Complaint triage and escalation
When Ody Health receives a complaint, we triage it to determine the appropriate response and escalation path.
Service complaints (billing, technical issues, pharmacy/lab delays, customer service) are managed directly by Ody Health. We investigate the issue, take corrective action where applicable, and communicate the resolution to the patient. This may include issuing refunds, processing subscription cancellations, or escalating technical issues to our infrastructure provider.
Clinical safety concerns and adverse events (medication reactions, side effects, concerns about clinical appropriateness, quality of care concerns) are escalated immediately to the independent licensed provider involved in the patient’s care. Ody Health forwards the complaint, relevant clinical information, and any supporting documentation to the provider or provider network.
The independent provider is responsible for reviewing the complaint, conducting a clinical investigation if appropriate, determining whether additional clinical evaluation or treatment is necessary, and taking any required clinical actions (such as modifying a prescription, recommending in-person evaluation, or discontinuing treatment).
If a complaint indicates a potential medical emergency or serious safety concern, the patient should immediately seek emergency medical care by calling 911 or contacting an emergency room. Ody Health will also attempt to notify the relevant provider and pharmacy of the urgent concern through available channels.
Reporting to service providers for patient safety
Ody Health is responsible for communicating patient safety concerns to the service providers involved in the patient’s care so that they are aware of potential safety issues in their clinical chain.
When Ody Health receives a complaint involving an adverse event, side effect, clinical safety concern, or quality of care issue, we report the complaint to:
• The prescribing provider or provider network (e.g., Ola Digital Health) if the complaint involves a prescription, clinical recommendation, or clinical decision
• The pharmacy if the complaint involves medication fulfillment, medication labeling, pharmacy communications, or concerns about the medication as dispensed
• The laboratory if the complaint involves a lab test, lab results, or lab-related procedures
• Any other service provider whose services are relevant to the complaint
Reporting to service providers occurs promptly—typically within 1-2 business days of receiving the complaint—so that the provider can investigate and respond appropriately.
Ody Health includes in the report the patient’s complaint, relevant dates and case information, the patient’s medical information as previously provided to Ody Health, and any other context that may assist the provider’s investigation.
Provider and pharmacy responsibility for regulatory reporting
Ody Health is not a licensed medical practice, pharmacy, or laboratory. Ody Health does not hold medical, pharmacy, or laboratory licenses and is therefore not directly responsible for regulatory reporting obligations that apply to licensed entities.
Regulatory reporting obligations for adverse events, serious safety concerns, and other reportable incidents (such as reports to the Food and Drug Administration, state medical boards, state pharmacy boards, or other regulatory bodies) fall to the licensed service providers—such as the prescribing provider, pharmacy, or laboratory—whose licenses create those obligations.
Ody Health communicates patient safety concerns to providers and pharmacies so they can fulfill their own regulatory reporting obligations. If you believe a safety concern warrants regulatory attention, you may also report directly to the appropriate regulatory body, such as:
• FDA MedWatch (for adverse events related to medications or medical devices): 1-888-SAFEMED (1-888-723-3633) or www.fda.gov/medwatch
• State medical board for concerns about a provider’s conduct or clinical decision-making
• State pharmacy board for concerns about pharmacy services or medication handling
• Your state’s health department or attorney general
Documentation and record-keeping
Ody Health maintains documentation of all complaints received, including the date received, nature of the complaint, patient information, escalation path, actions taken, communications with service providers, and final resolution or status.
Complaint records are retained in accordance with Ody Health’s data retention policies and as required by law. These records support quality improvement, root-cause analysis, trend identification, and compliance with legal and regulatory obligations.
Patients may request information about their complaint, including the status of their complaint and any actions taken in response. Requests should be directed to info@odyhealth.co.
Patient communication and follow-up
Ody Health keeps patients informed of the status of their complaint through regular communication via email or the patient’s preferred contact method.
Service complaints: Patients receive notification of the outcome and any resolution (refund, credit, service correction, etc.) as soon as the issue is resolved.
Clinical safety and adverse event complaints: Patients are informed that their complaint has been escalated to the relevant provider or provider network. Once the provider responds to Ody Health, we will communicate any relevant information back to the patient within a reasonable timeframe.
Patients may contact Ody Health at any time to inquire about the status of their complaint.
Non-retaliation
Ody Health does not retaliate, discriminate, or take adverse action against any patient who files a complaint, reports a safety concern, or participates in a complaint investigation. Complaining is your right, and we are committed to addressing your concerns fairly and respectfully.
When to seek emergency care
If you are experiencing a medical emergency, severe symptoms, or acute health concerns, do not wait to file a complaint with Ody Health. Seek immediate medical attention by calling 911 or going to the nearest emergency room.
If you are experiencing a mental health emergency or are having thoughts of suicide, please call 988 (Suicide and Crisis Lifeline) or call 911 immediately.
You may report the emergency concern to Ody Health after receiving emergency care so that we can communicate the concern to your provider and ensure continuity of care.
Contact for complaints and patient safety
To report a complaint, adverse event, safety concern, or service issue, contact:
Ody Health
Attn: Patient Safety and Complaints
1309 Coffeen Avenue STE 1200
Sheridan, Wyoming 82801
Email: info@odyhealth.co
For non-emergency inquiries, you may also contact info@odyhealth.co or use the support feature within the Ody Health application.