Grievance Redressal Mechanism

Grievance and Redressal Policy for Patients
At Aadhar Health Institute we are committed to delivering the highest standards of patient care. We value your feedback—whether it is a concern, complaint, or suggestion—and take every grievance seriously. This Grievance Redressal Policy is designed to ensure a prompt, fair, and transparent resolution process.

 

Objectives

  • To provide a structured process for patients and their families to report grievances.
  • To ensure timely, effective, and empathetic resolution of complaints.
  • To improve patient satisfaction and care quality through feedback and learning.

Scope

This policy applies to:
  • All patients and their caregivers
  • Inpatients, outpatients, and emergency care visitors
  • All services and departments of the hospital

What Can Be Reported?

Patients can raise grievances related to:

  • Delays in services
  • Staff behavior or conduct
  • Billing and financial concerns
  • Hygiene and cleanliness
  • Medical care and treatment issues
  • Food, linen, or housekeeping services
  • Any other patient experience concerns

How to Lodge a Grievance?

You can submit your grievance in any of the following ways:

  1. Feedback: Through online via link
  2. Complaint via QR Codes - Available at the reception, nursing stations, and patient rooms.
  3. Grievance Drop Boxes - Located in key hospital areas. Complaints can be submitted anonymously.
  4. Email - feedback@aadharhealth.com
  5. Phone Call - Grievance Cell: +91-7082222566 (9:00 AM to 6:00 PM)
  6. In-Person - Visit the Grievance Redressal Officer located at the Help Desk.

Redressal Process

Step Action Timeline
1 Acknowledge receipt of grievance Within 24 hours
2 Review and investigate the issue Within 3 working days
3 Communicate findings and resolution Within 7 working days
4 Escalation (if unresolved) to Medical Superintendent/Grievance Committee Within 7 working days
5 Closure of grievance with documentation and feedback from complainant   Within 10 working days

Grievance Redressal Committee

The committee includes:

  • Medical Superintendent
  • Nursing Head
  • Hospital Administrator
  • Grievance Redressal Officer
  • Concerned Department Representative

Confidentiality and Non-Retaliation

All complaints will be handled with strict confidentiality. Patients or attendants will not face any discrimination or negative consequences for raising a grievance.

Feedback and Continuous Improvement

We believe every grievance is an opportunity to improve. Your feedback helps us serve you better.
Your voice matters to us. If you’re unhappy, please speak up—we’re here to listen and help.