Grievance Redressal Policies
Your privacy is important to us. We are committed to protecting your personal and health information with transparency, integrity and confidentiality while delivering quality healthcare services.
Grievance Redressal Policy
Sri Lakshmi Multi Speciality Hospital is committed to providing safe, ethical, compassionate and patient-centred healthcare services. We recognise that patients, their families and visitors may occasionally have concerns, complaints or suggestions regarding the care or services provided by the Hospital.
This Grievance Redressal Policy establishes a fair, transparent and structured mechanism for receiving, acknowledging, investigating and resolving grievances in a timely manner. The Hospital encourages patients and their families to communicate concerns without fear, knowing that every grievance will be handled respectfully, confidentially and objectively.
This policy has been developed with reference to applicable Indian laws and recognised healthcare standards, including the Consumer Protection Act, 2019, Clinical Establishments (Registration and Regulation) Act, 2010 (where applicable), the National Medical Commission (Registered Medical Practitioner – Professional Conduct) Regulations, 2023, the Digital Personal Data Protection Act, 2023, applicable provisions of the Information Technology Act, 2000, and the patient feedback and grievance management principles promoted under the National Accreditation Board for Hospitals & Healthcare Providers (NABH) Standards.
Purpose of this Policy
The purpose of this policy is to provide an accessible, transparent and effective grievance redressal system that enables patients, attendants, visitors and other stakeholders to raise concerns regarding Hospital services.
The Hospital is committed to investigating grievances fairly, resolving concerns promptly and using patient feedback to improve the quality, safety and effectiveness of healthcare services through continuous quality improvement initiatives.
Listen
Every concern is received respectfully and without discrimination.
Investigate
Complaints are reviewed objectively using a structured grievance process.
Resolve
We strive to provide fair, timely and appropriate resolutions.
Improve
Feedback helps us strengthen patient safety and service quality.
Scope of this Policy
This policy applies to all patients, attendants, visitors, authorised representatives and other stakeholders who wish to raise concerns regarding services provided by Sri Lakshmi Multi Speciality Hospital.
The policy covers grievances relating to clinical care, nursing services, pharmacy, laboratory, diagnostic services, billing, administration, housekeeping, infrastructure, staff behaviour, patient safety, privacy, website services and other Hospital-related matters.
"Every patient has the right to express concerns, provide feedback and submit complaints without fear of discrimination or compromise to their ongoing treatment."
Hospital Commitment to Patient Satisfaction
Sri Lakshmi Multi Speciality Hospital is committed to resolving grievances in a fair, transparent and timely manner. We value patient feedback as an essential part of improving healthcare quality, strengthening patient trust and enhancing the overall patient experience.
Our Grievance Handling Principles
Every complaint is treated with fairness, confidentiality, impartiality and respect. Sri Lakshmi Multi Speciality Hospital is committed to resolving concerns promptly, communicating openly with patients and continuously improving healthcare services through effective grievance management in line with recognised Indian healthcare governance principles and our ongoing commitment towards future NABH accreditation.
What Constitutes a Grievance?
A grievance is any concern, complaint, dissatisfaction, suggestion or feedback raised by a patient, attendant, visitor or authorised representative regarding the healthcare services, facilities, behaviour or operations of Sri Lakshmi Multi Speciality Hospital.
The Hospital encourages patients to report concerns at the earliest opportunity so that appropriate action can be taken to resolve the matter promptly and improve the quality of services.
Examples of Grievances
- Medical care and treatment concerns.
- Nursing care and patient safety issues.
- Billing or insurance disputes.
- Pharmacy or laboratory services.
- Diagnostic and imaging services.
- Behaviour of Hospital staff.
- Waiting time or appointment delays.
- Housekeeping and cleanliness.
- Food services.
- Privacy and confidentiality concerns.
- Website or online service issues.
We Welcome Feedback
Every complaint, suggestion and compliment helps us improve patient care, strengthen safety practices and enhance the quality of healthcare services.
How to Raise a Complaint
Patients, attendants and authorised representatives may submit complaints or grievances through any of the following channels. The Hospital encourages complainants to provide sufficient information to enable a prompt and fair investigation.
Complaint Channels
- In person at the Hospital Reception.
- Patient Relations / Help Desk.
- Telephone.
- Email.
- Written complaint letter.
- Hospital website contact form (where available).
Information to Include
- Patient name.
- UHID / Registration number (if available).
- Date of visit or admission.
- Description of the concern.
- Relevant department or staff involved.
- Preferred contact details.
Complaint Registration Process
Every grievance received by Sri Lakshmi Multi Speciality Hospital will be formally recorded and assigned for review by the appropriate department. Complaints are documented, acknowledged and tracked until resolution.
Depending on the nature of the complaint, the matter may be referred to the relevant clinical department, administrative unit, Quality Department or Hospital Management for investigation and corrective action.
"Every grievance is recorded, reviewed and monitored to ensure a fair, transparent and accountable resolution process."
Acknowledgement & Initial Response
Sri Lakshmi Multi Speciality Hospital is committed to acknowledging grievances promptly. An acknowledgement will normally be provided within 24 hours of receiving the complaint or on the next working day if it is received outside normal working hours.
An initial response or update will generally be provided within 48 hours, informing the complainant that the grievance has been registered and is under review by the appropriate department.
Response Commitment
While straightforward complaints are often resolved quickly, more complex clinical, administrative or medico-legal matters may require additional investigation. In such cases, the complainant will be kept informed regarding the progress of the investigation until the matter is resolved.
Grievance Investigation Process
Every grievance received by Sri Lakshmi Multi Speciality Hospital is reviewed objectively, fairly and without bias. The Hospital investigates complaints according to their nature, seriousness and potential impact on patient care, patient safety and service quality.
Depending on the subject of the complaint, the grievance may be reviewed by the concerned department, Quality Department, Nursing Administration, Medical Superintendent or Hospital Management. Additional information may be requested from the complainant where necessary to facilitate a comprehensive review.
Investigation Principles
- Objective and impartial review.
- Collection of relevant information.
- Review of clinical and administrative records.
- Consultation with relevant departments.
- Corrective and preventive action where required.
Fair Investigation
Every grievance is investigated with fairness, confidentiality, professionalism and respect while maintaining patient privacy and protecting the integrity of the review process.
Resolution Timeline
Sri Lakshmi Multi Speciality Hospital aims to resolve grievances as promptly as reasonably practicable while ensuring that each complaint receives an appropriate and thorough review.
Standard Response Time
- Acknowledgement: Within 24 hours.
- Initial Response: Within 48 hours.
- Investigation: Commenced promptly after registration.
- Routine Resolution: Target within 7 working days.
- Complex Clinical or Medico-Legal Matters: May require additional review; regular updates will be provided to the complainant.
"Timely communication is an essential part of effective grievance management. Patients will be informed whenever additional time is required."
Grievance Escalation Matrix
If a grievance cannot be resolved at the initial level or if the complainant is not satisfied with the outcome, the matter may be escalated through the Hospital's grievance management structure.
Escalation Levels
- Level 1: Reception / Patient Relations Desk
- Level 2: Department Head / Nursing Superintendent
- Level 3: Quality Department
- Level 4: Medical Superintendent / Hospital Administrator
- Level 5: Hospital Management
Escalation Commitment
Every escalation is reviewed independently and objectively. The Hospital is committed to resolving grievances through constructive dialogue, fair investigation and continuous service improvement.
Confidentiality & Non-Retaliation
All grievances are handled with appropriate confidentiality. Information relating to complaints is shared only with authorised personnel who require access to investigate, resolve or manage the grievance.
Sri Lakshmi Multi Speciality Hospital strictly prohibits any form of discrimination, retaliation or adverse treatment against a patient, attendant or visitor for raising a genuine concern or complaint in good faith.
"Patients have the right to express concerns freely. Raising a complaint will not affect the quality, availability or continuity of healthcare services."
Hospital Responsibilities
Sri Lakshmi Multi Speciality Hospital is committed to maintaining an effective grievance redressal system that is fair, transparent, patient-centred and responsive. Hospital Management shall ensure that grievances are addressed promptly, investigated objectively and resolved through appropriate corrective and preventive actions.
Hospital Commitments
- Provide an accessible grievance mechanism.
- Ensure impartial investigation of complaints.
- Maintain confidentiality of grievance records.
- Communicate outcomes appropriately.
- Implement corrective and preventive actions.
- Promote continuous service improvement.
Governance Commitment
Hospital leadership is committed to fostering a culture of transparency, accountability, patient satisfaction and continuous quality improvement through effective grievance management.
Patient Responsibilities During the Grievance Process
Patients and complainants are encouraged to provide accurate, complete and truthful information regarding their concerns to enable a fair and efficient investigation. Cooperation during the grievance process helps facilitate timely resolution.
Continuous Quality Improvement
Sri Lakshmi Multi Speciality Hospital considers every grievance an opportunity to improve healthcare quality, patient safety and service excellence. Complaint trends, patient feedback and investigation findings are periodically analysed to identify systemic issues and opportunities for improvement.
Improvement Initiatives
Information obtained through grievance analysis may support staff education, policy revisions, clinical governance activities, process improvements and enhanced patient safety initiatives.
Policy Review
This policy shall be reviewed periodically by Hospital Management to ensure that it remains consistent with applicable Indian laws, recognised healthcare standards, organisational objectives and evolving best practices in grievance management.
"Continuous review of grievance management strengthens patient trust, improves service quality and supports a culture of organisational excellence."
Contact Information
Patients, attendants and visitors may contact the Hospital regarding complaints, feedback or suggestions using the following contact details.
Sri Lakshmi Multi Speciality Hospital
Address:
No. 5/91, Near Apollo Hospital OMR,
Church Road, Perungudi,
Chennai – 600096, Tamil Nadu, India.
Phone: +91 98407 92932
Email: contactus@slmsh.com
Regulatory & Standards Reference
This Grievance Redressal Policy has been developed with reference to applicable Indian laws, recognised healthcare standards and professional ethical principles. These frameworks guide the Hospital's approach to patient satisfaction, complaint handling, quality improvement and responsible healthcare governance.
Applicable Indian Laws
- Consumer Protection Act, 2019.
- Clinical Establishments (Registration and Regulation) Act, 2010 (where applicable).
- National Medical Commission (Registered Medical Practitioner – Professional Conduct) Regulations, 2023.
- Digital Personal Data Protection Act, 2023.
- Information Technology Act, 2000.
- Applicable Central and State Government healthcare regulations.
Quality & Professional Standards
- NABH Standards for Hospitals – Patient Rights & Education.
- NABH Standards – Patient Feedback & Grievance Management.
- NABH Standards – Continuous Quality Improvement (CQI).
- Clinical Governance and Risk Management Principles.
- Professional Ethics and Patient-Centred Care Principles.
"Sri Lakshmi Multi Speciality Hospital is committed to resolving grievances fairly, respectfully and transparently while continuously improving healthcare quality, patient safety and service excellence in alignment with recognised Indian healthcare laws and our ongoing journey towards NABH accreditation."