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Complaint Redressal Procedure

Complaint Redressal Procedure

Posted on June 21, 2020August 15, 2020 by Healthcare InfoGuide
  • 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.

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Hai,

Myself Ashlin Joby Thekkan. Living in a place known as God’s Own Country – Kerala, India.

I have a Masters Degree in Hospital Administration (MHA) and is working in the healthcare industry for the last 10 years.

When I found myself really passionate about teaching topics related with healthcare administration, I started looking for platforms through which I can reach out to other healthcare professionals, I found starting a blog itself is the right platform for me.

And that helped me to become the founder of Healthcare InfoGuide, “A Detailed Guide on Hospital and Healthcare Policies, SOPs and Guidelines!”.

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