Kolkata: Rupak Barua, adviser (strategy & planning), Manipal Hospitals, said complaints were being addressed in a week. “Aggrieved patients are being informed about what steps we have taken. In some cases, we have spoken to doctors and asked them to ensure they reach on time,” Barua said.
Desun Hospital distributes post-consultation feedback forms to patients and kin.“Our departmental coordinators ensure that queries are resolved immediately,” said Shaoli Dutta, director.
RTIICS also has a mechanism to collect feedback from OPD and inpatients. “Our feedback is completely digital and designed to reach patients directly,” said R Venkatesh, COO, Narayana Hospitals.
Charnock Hospital has introduced a structured feedback based on patients’ experiences. Medica has a “chief patient experience officer” responsible for collecting feedback and implementing suggestions from patients and kin, said joint MD Ayanabh Deb Gupta.