• Policy:
o The IRC is committed to providing high-quality, patient-centered care and meeting customer expectations and satisfaction. Complaint management is everyone’s responsibility. Each employee is encouraged and empowered to resolve complaints within their authority or professional expertise.
o We encourage patients and their families to voice their concerns, suggestions, and feedback.
o Each employee is encouraged and empowered to resolve complaints within their authority or professional expertise. Complaints are considered opportunities for improvement, benefiting not only the specific patient but also future patients.
o All complaints and feedback will be addressed promptly and effectively to enhance service delivery and patient satisfaction.
o A patient should only need to complain once to receive prompt attention to their concern.
o Each patient will be treated with respect and courtesy, and assured that their complaint will be handled in a timely manner with appropriate follow-up.
o Depending on the nature and severity of a complaint, the time frame for resolution will vary. In all cases, the complaint process must begin immediately, and resolution should be achieved as soon as possible.
o Patients and, when appropriate, families will participate in the resolution process to ensure their concerns are fully addressed.
• Procedures:
o Patient and Family Education:
• Patient and family are informed by staff in reception that they have rights to voice compliant.
• Patients are informed by staff in reception office about the process for voicing complaints, conflicts, or differences of opinion.
• Patients and their family review a written statement of their rights and responsibilities. This information is also available in prominent areas of the IRC and upon request.
o Receiving Complaints, Suggestions, and Feedback:
• Patients and families can submit complaints, suggestions, and feedback through the following methods:
In-person: At the reception desk.
o Phone: By calling the patient relations officer/ quality/ any staff member.
o Written: Through anonymous complaint, suggestion and feedback forms available in the waiting area.
o Email: Sent to a designated feedback address.
o Online: Through a feedback portal on the center’s website or social media.
o Suggestion Boxes: Placed in accessible areas within the center for anonymous complaint, suggestion and feedback.
o Acknowledgment and Confirmation:
• Complaints and feedback received in person or via phone call must be acknowledged immediately by the receiving staff member.
• Written and electronic submissions must be acknowledged within 24 hours.
• Confirmation of receipt will be sent to the patient or family member within 48 hours, outlining the process and time frame for resolving the issue.
o Communication:
• The patient or family member will be informed of the resolution plan and any actions taken within 10 working days.
• If the resolution requires more time, the patient or family member will be updated regularly on the progress.
