Public Notice

PATIENT COMPLAINTS PROCEDURE:

Complaints can be made in the following methods: By contacting the customer care staff on duty, submitting the patient complaint form directly or dropped in the complaints box, by Postal mail or Email. Please provide patient name, Hospital ID number or CPR Id, and contact details for receiving our reply. Patient complaint forms are available at all reception desks and complaint box is located nearby. You may also submit the same to the Center Manager’s office directly.

Complaints Redressal Mechanism:

• Any patient may raise a complaint by contacting the customer care staff on duty
  A written complaint may be submitted by filling patient complaint form and dropping it in the complaints box located in one of the reception desks.
• Complaints may also be sent to the CEO’s office or JCI by postal mail or email
• Once the complaint is received in whichever method, action will be initiated within 24 hours. The decision taken is implemented and reply to the patient is given within 1 week by email or telephone or by personally meeting the patient. The corrective actions are completed within 1 month and reported to the Quality Improvement Department.
• Any delay or obstacles in implementing the correction actions are tracked by the Quality Improvement committee in the monthly meetings and followed until the matter is completed or closed.
• Any delay or obstacles in implementing the correction actions are tracked by the Quality Improvement committee in the monthly meetings and followed until the matter is completed or closed.
• If the complaint is of nature where the redressal of the patient complaint involves the patient, then the corrective actions are informed to the patient until the completion and closure of the complaint.
• If an effective solution could not be implemented for whatsoever reason, the patient may write a second complaint to the CEO’s office. LATE ACTION OR NO ACTION related complaints are taken up immediately and the redressal mechanism is initiated to complete the process within 1 week.

The Medical Center Follows a patient-friendly and care-oriented Policy. Health Insurance and Corporate Privileges are encouraged and the best efforts are made to ensure that the processing of claims and discounts are timely and coordinated, to ensure the hassle-free care of the patient. The Insurance and Corporate Desk liaises with external agencies to support patient care.