The organization has a documented complaint redressal procedure. This includes verbal/ telephonic, method of compiling, analysis, Time frame, documentation etc. We also assure that complaints are kept anonymous.
If in the case of oral/ telephonic complaints, the patient/ visitor/ relative shall be guided to the OPD coordinator/medical service in-charge. The complainant can be asked to write the complaint or it can be written by the receiver on behalf of the complainant.
Patients are made aware off email id for sending suggestion, feedback and complaints at a given email ID or simply drop-in the written complaint/suggestion into the complaint boxes.
The complaints thus received are checked by the administrator/ operations department and informed to the appropriate department. The correction is taken immediately. The corrective action and preventive action is planned to avoid the recurrence of the same problem.
The complaints thus collected are handed over to the Administrator/ Operations Department on a daily (verbally), weekly & monthly basis through formal report.
These complaints are critically analyzed and appropriate action taken by the concerned department heads.
The root cause analysis and action taken is documented.
A reply is sent to the complainant and informed about the action taken.
Outpatient & In-patient feedback is taken through OPD / IP Feedback Form and analyzed.
Collection and Analysis of Out-Patient and Inpatient Feedback and complaints are done by the OPD coordinator. The hard copy of feedback forms is maintained for 1 year.
