Grievance redressal

Three stages, in order.

• Stage 1 — at the hospital. Speak to the duty manager or the nursing in-charge on the floor. Most things are resolved the same day, by the people who can actually fix them.
• Stage 2 — the Medical Superintendent. If it is not resolved, or the complaint is clinical, write to the Medical Superintendent of the hospital concerned. You will receive an acknowledgement within 3 working days and a substantive reply within 15 working days.
• Stage 3 — external. If you remain dissatisfied you may approach the State Medical Council in respect of a registered practitioner, the authority under the Clinical Establishments Act in respect of the hospital, or the consumer forum.

Data complaints go to our Grievance Officer under the Digital Personal Data Protection Act 2023 — not through the clinical route above.

You can also raise one through Your data rights, which creates a tracked request with a reference number.

If we do not resolve your data complaint, you may complain to the Data Protection Board of India.

• Your name and a number we can reach you on.
• The hospital, and the date and approximate time.
• Your patient or appointment reference, if you have one.
• What happened, and what you would like us to do about it.

• You get an acknowledgement with a reference number.
• A named person is assigned, and you are told who.
• We investigate, which may involve speaking to the clinicians concerned and reviewing your record.
• You get a written reply saying what we found and what we are changing.
• If we got something wrong, we say so.