- 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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