Effective: August 16, 2026Last Updated: August 16, 2026Applies to: All patients & visitors
Vita Nova Ketamine & Wellness Clinic is committed to high-quality, respectful, physician-led care. If any part of your experience falls short, we want to hear about it. This policy explains how to raise a complaint or concern, how we respond and resolve it, how we handle clinical incidents and adverse events, and the external agencies you may contact if you are not satisfied with our response. Every complaint is handled confidentially and without any effect on your care.
To raise a concern now, call (443) 563-1059, email info@vitanovawellnessclinic.com, or speak with any staff member at 513 Bayview Blvd, Canton, Baltimore MD 21224. In a medical emergency, call 911. For a mental health crisis, call or text 988.
1Our Commitment
Every Concern Matters
Vita Nova Ketamine & Wellness Clinic takes every patient complaint and every clinical incident seriously. Feedback — including criticism — helps us protect the quality of our care and improve the experience for everyone we serve. You have the right to raise a concern about any aspect of your care, service, communication, billing, or privacy, and to have that concern reviewed fairly and promptly.
Raising a complaint will never affect the care you receive, your standing as a patient, or how you are treated by our team. We do not tolerate retaliation of any kind against a patient who raises a concern in good faith.
2Scope
What This Policy Covers
This policy applies to two related but distinct categories:
Complaints — any expression of dissatisfaction about your care or experience. Examples include concerns about clinical care, communication with staff, wait times, scheduling, billing or charges, the clinic environment, or how your personal health information was handled.
Incidents & adverse events — any unexpected clinical event involving a patient. Examples include an unexpected reaction to treatment, a medication or dosing concern, an injury or fall on the premises, or any event that caused or could have caused harm.
You may raise a concern whether you are the patient, a parent or legal guardian, or a designated personal representative authorized to act on the patient's behalf.
3How to Raise a Concern
How to File a Complaint
You can raise a complaint or report a concern through any of the channels below. Use whichever is most comfortable for you.
📞
By Phone
Call (443) 563-1059 during clinic hours and ask to speak with the office regarding a patient concern.
Speak with any staff member at 513 Bayview Blvd, Canton, Baltimore MD 21224. You may ask to have your concern escalated to the Medical Director.
✉️
By Mail
Write to: Patient Concerns, Vita Nova Ketamine & Wellness Clinic, 513 Bayview Blvd, Canton, Baltimore MD 21224.
What to include, if you can: your name and contact information, the date and time of the event, the names of any staff involved, a description of what happened, and how you would like it resolved. You are not required to provide all of this — give us what you can, and we will follow up for anything we need.
Anonymous concerns: You may raise a concern anonymously. Please note that if you choose not to share contact information, we may be unable to follow up with you directly or share the outcome, though we will still review and act on the concern.
4Our Process
How We Review & Respond
1
Acknowledgement
We aim to acknowledge your complaint within two business days of receiving it, and to confirm who will be reviewing it.
2
Review & Investigation
A member of our team reviews the details, gathers any relevant records, and where appropriate discusses the matter with the staff involved and with Medical Director Dr. Brijen L. Joshi MD.
3
Resolution & Response
We aim to provide a substantive response within 30 days. If a full resolution needs more time, we will tell you why and give you an expected timeframe.
4
Follow-Up & Improvement
Where a concern reveals something we can do better, we take corrective action and, where relevant, update our procedures to prevent a recurrence.
Timeframes are targets. The two-business-day acknowledgement and 30-day response are goals we work toward; complex matters may take longer, and we will keep you informed if they do.
5Clinical Incidents
Incident & Adverse-Event Handling
When a clinical incident or adverse event occurs, our first priority is the wellbeing of the patient. Our team responds to the immediate clinical needs, then documents the event and reviews it to understand what happened and how to prevent a recurrence.
Immediate response: Staff address the patient's immediate clinical needs first, escalating to emergency services (911) whenever warranted.
Documentation: The event is documented in the patient record and in an internal incident report.
Your right to be informed: You (or your representative) have the right to be informed of an incident that affected your care and of the steps taken in response.
Physician review: Clinical incidents are reviewed under the oversight of Medical Director Dr. Brijen L. Joshi MD, with corrective action taken where appropriate.
6Privacy & Confidentiality
Privacy, HIPAA & Confidentiality
Complaints and incident records are handled confidentially and in accordance with the Health Insurance Portability and Accountability Act (HIPAA) and our Notice of Privacy Practices. Your protected health information is disclosed only to those involved in reviewing and resolving your concern, or as otherwise permitted or required by law.
If your concern relates specifically to the privacy of your health information, you have the right to file a privacy complaint with the clinic and, separately, with the U.S. Department of Health and Human Services Office for Civil Rights (see Section 8). Filing a privacy complaint will not affect your care.
Vita Nova prohibits retaliation against any patient who raises a complaint, reports an incident, or contacts an external agency in good faith. Your decision to raise a concern will not affect your access to care, the quality of care you receive, your appointment scheduling, or your relationship with any member of our team. You are always free to continue your care with us, and you are always free to seek care elsewhere.
Your rights are protected. Raising a concern is your right as a patient — we treat it as valuable feedback, not a problem.
8External Escalation
If You Are Not Satisfied
We hope to resolve every concern directly. If you are not satisfied with our response, or if you prefer to raise your concern with an outside agency at any time, you have the right to contact the following regulators. You do not need our permission, and contacting them will not affect your care.
Contact details for these agencies are published on their official websites linked above. You may contact them directly at any stage — before, during, or after raising a concern with the clinic.
Frequently Asked Questions
Complaints & Incidents — Questions Answered
You can file a complaint with Vita Nova Ketamine & Wellness Clinic by phone at (443) 563-1059, by email to info@vitanovawellnessclinic.com, in person at 513 Bayview Blvd, Canton, Baltimore MD 21224, or by mail addressed to Patient Concerns at the same address. Where possible, include your name and contact information, the date and time of the event, the names of any staff involved, a description of what happened, and how you would like it resolved. Email is recommended because it gives you a written record of the date you raised the concern.
Vita Nova aims to acknowledge your complaint within two business days of receiving it and to provide a substantive response within 30 days. These timeframes are targets — complex matters may take longer, and if a full resolution needs more time we will explain why and give you an expected timeframe. Your complaint is reviewed by a member of our team and, where appropriate, discussed with the staff involved and with Medical Director Dr. Brijen L. Joshi MD before we respond.
No. Filing a complaint will never affect the care you receive, your standing as a patient, your scheduling, or how you are treated by our team. Vita Nova prohibits retaliation of any kind against a patient who raises a concern or reports an incident in good faith. Raising a concern is your right as a patient, and we treat it as valuable feedback that helps us improve the quality of our care.
Yes, you may raise a concern anonymously. We will still review and act on an anonymous concern. However, if you choose not to share your contact information, we may be unable to follow up with you directly or tell you the outcome of our review. If you would like a response, please include a way for us to reach you when you submit your complaint.
If your concern relates to the privacy of your health information, you can raise it directly with the clinic by phone at (443) 563-1059 or email to info@vitanovawellnessclinic.com, and we will review it confidentially under HIPAA. You also have the right to file a privacy complaint with the U.S. Department of Health and Human Services Office for Civil Rights at hhs.gov/ocr or by calling 1-800-368-1019. Filing a HIPAA privacy complaint — with the clinic or with OCR — will not affect your care.
If you are not satisfied with our response, you may contact an external regulator at any time. Concerns about physician care can go to the Maryland Board of Physicians (mbp.state.md.us); concerns about nurse practitioner or nurse anesthetist care to the Maryland Board of Nursing (mbon.maryland.gov); concerns about the quality of care at the facility to the Maryland Office of Health Care Quality (health.maryland.gov/ohcq); and HIPAA privacy concerns to the U.S. HHS Office for Civil Rights (hhs.gov/ocr, 1-800-368-1019). You do not need the clinic's permission, and contacting them will not affect your care.
Raise a Concern
Patient Concerns · Vita Nova Ketamine & Wellness Clinic
513 Bayview Blvd, Canton, Baltimore MD 21224
Phone: (443) 563-1059 · Email: info@vitanovawellnessclinic.com
Hours: Mon–Fri 1PM–8PM · Sat 10AM–2PM In a medical emergency, call 911. For a mental health crisis, call or text 988.
Disclaimer: This policy describes how Vita Nova Ketamine & Wellness Clinic receives and responds to patient complaints and clinical incidents. It is provided for informational purposes and does not constitute medical or legal advice, and it does not limit any right you have under federal or Maryland law. Response timeframes described here are targets, not guarantees. This policy does not create any contractual obligation. In a medical emergency, call 911. For a mental health crisis, call or text 988.
