Complaints, types and redressal methodology.pptx

complaint redressal

1. Complaints DR MUHAMMAD UMAR SHAFIQUE CARDIOLOGIST

2. Complaints CollectiON , reporting, prioritizATION and investigatiON

3. COLLECTING Through Phone : Helplines numbers Complaint register is available at main reception. Complaint Box at the hospital reception. Online Portal (PESSI & Prime minister). Email/fax to MS, RAIC or PESSI head office. Feedback Performa by admitted patients: Client feedback/satisfaction is sought on a prescribed but simple format at the time of discharge (Performa attached). Formal written complaint to any administration or clinical staff of RAIC or head office PESSI or labour department or PHC or any other government authority. Verbal complains to any administration or clinical staff of RAIC: Complainant shall be asked to write formal complaint. If he/she refuses then it’s the decision of the person receiving the complain whether to forward it to Complaint management officer (CMO) or not

4. REPORTING Collection/Receipt/acknowledgement of complaints: All Complains are directed towards Complaint management Officer (CMO), RAIC who then document receipt and acknowledgement of complaint in Complain Acknowledgement Register . Compliant acknowledgement register is with Mr Tariq Bashir (Complaint dealing clerk) who is responsible for documentation as per orders of CMO. Complain acknowledgement register has following data entry format: In addition to the data pertaining to the complaint and complainant, it also contains Signatures of complainant, CMO and MS, RAIC.

5. PRIORITIZING Prioritizing Of Complaints: (Responsibility: Complaint management Officer (CMO) Complaints are categorized into two types (A & B). A: IMPORTANT AND URGENT (serious harm or risk or grievance) . Complaint Resolution Targets: Acknowledge within 24 hours Investigation 3-7 days Resolve within 15 days  

6. PRIORITIZING B: IMPORTANT BUT NOT URGENT (minor inconvenience or concern). Complaint Resolution Targets: Acknowledge within 24 hours Investigation 7-14 days Resolve within 30 days

7. INVESTIGATING (Responsibility: Complaint management Officer (CMO) Investigator/s will 1. Conduct thorough investigation. 2. Consult with respondent/relevant staff and departments. 3. Gather evidence and documentation. 4. Contact patient/family for investigation and evidence. 5. Prepare and submit investigation report to the MS and CMO.

8. Decision making & Resolution (Responsibility: Complaint management Officer (CMO) Communication of Decision (Responsibility: Complaint management Officer (CMO)

9. Implementation Of Decision (Responsibility: Complaint management Officer (CMO Preventive & Corrective actions (Responsibility: Complaint management Officer (CMO Follow-up (Within 30 days) (Responsibility: Complaint management Officer (CMO)