Feedback & Complaints

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We Value Your Feedback

Your feedback helps us improve our services and provide better care to all patients. We welcome both positive feedback and constructive criticism to enhance the patient experience at Sahaj Hospitals.

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How to Provide Feedback

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Online Feedback Form

Submit anytime at: www.sahajhospitals.com/feedback What you can share:

• Overall experience rating
• Doctor and staff behavior
• Facility cleanliness
• Wait time and efficiency
• Suggestions for improvement
• Compliments and appreciation

Response Time:

• Acknowledgment within 24 hours
• Detailed response within 3-5 business days
• Urgent issues escalated immediately

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Feedback Box

Physical feedback forms available at:

• Main reception desk
• Each department waiting area
• Patient floors (near nursing stations)
• Pharmacy counter
• Cafeteria

How to submit:

1. Fill out the feedback form (anonymous or with contact details)
2. Drop in the sealed feedback box
3. Forms collected daily and reviewed by management
4. If contact details provided, you’ll receive a response within 5 business days

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Phone Feedback

Patient Relations Department:
Phone: +91-731-4567930
Timing: Monday to Saturday, 9:00 AM to 6:00 PM Call to:

• Share detailed feedback
• Discuss concerns directly
• Seek clarification on hospital policies
• Follow up on previous feedback

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Email Feedback

General Feedback: [email protected]
Director’s Office: [email protected]
Quality Team: [email protected] Include in your email:

• Patient name (or “Anonymous” if preferred)
• Date of visit or admission
• Department or doctor name
• Detailed description of experience
• Suggestions for improvement
• Contact number (optional, for follow-up)

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Filing a Complaint

If you’re dissatisfied with any aspect of our service, we take your complaint seriously and are committed to resolving it promptly.

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When to File a Complaint

• Medical care concerns or negligence
• Unprofessional behavior by staff
• Billing discrepancies or disputes
• Facility issues (cleanliness, maintenance)
• Privacy violations
• Delay in treatment or diagnostics
• Medication errors
• Any other service-related concerns

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Complaint Filing Process

Step 1: Immediate Complaint (On-Site) Speak to:

• Floor Supervisor (for inpatient issues)
• Department Head (for OPD concerns)
• Duty Manager (available 24/7)

Location:
Patient Relations Desk, Ground Floor
Open: 24/7 for urgent complaints Many issues can be resolved immediately through direct conversation with the on-duty supervisor. Step 2: Formal Written Complaint If immediate resolution is not achieved: Submit to:
Patient Grievance Redressal Cell
Location: First Floor, Administrative Block
Timing: Monday to Saturday, 9:00 AM to 6:00 PM Required Information:

• Patient name and contact details
• Date and time of incident
• Department and staff involved
• Detailed description of issue
• Supporting documents (bills, reports, prescriptions)
• Expected resolution

Step 3: Escalation If complaint is not resolved within 7 days: Level 1 - Department HOD:
Email: hod.[department]@sahajhospitals.com Level 2 - Hospital Director:
Email: [email protected]
Phone: +91-731-4567932 (Monday to Friday, 10:00 AM to 5:00 PM) Level 3 - Managing Trustee:
Email: [email protected]
By appointment only

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Complaint Resolution Timeline

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Medical Negligence Complaints

For serious complaints involving medical negligence or patient safety: Medical Ethics Committee:
Email: [email protected]
Phone: +91-731-4567933 Committee Composition:

• Senior doctors from various specialties
• Medical superintendent
• Patient advocate
• Legal advisor

Process:

1. Submit detailed written complaint with all medical records
2. Committee reviews case within 10 days
3. Patient/family may be called for clarification
4. Investigation conducted with involved staff
5. Findings shared with complainant
6. Action taken as per committee recommendations

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Patient Satisfaction Surveys

We conduct regular patient satisfaction surveys to measure and improve our service quality.

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Survey Types

Discharge Survey:

• Conducted when inpatients are discharged
• Covers entire hospitalization experience
• 5-10 minutes to complete
• Available in English, Hindi, and Marathi

OPD Exit Survey:

• Short survey after outpatient consultation
• Focuses on appointment, wait time, and doctor interaction
• 2-3 minutes to complete
• Conducted via tablet at exit or SMS

Post-Visit Follow-Up:

• Phone call or SMS survey 2-3 days after visit
• Assesses overall satisfaction and recovery
• Opportunity to raise concerns after reflection

Annual Comprehensive Survey:

• Detailed survey sent to registered patients
• Covers all aspects: facilities, staff, technology, accessibility
• Results published in annual quality report

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How to Participate

In-Hospital Surveys:

• Tablets available at exit points
• Paper forms at reception desks
• QR codes for smartphone surveys

Online Surveys:

• Link sent via SMS after visit
• Email invitations for registered patients
• Available on patient portal

Phone Surveys:

• Random selection of patients contacted
• 5-minute structured interview
• Conducted by trained survey team

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Survey Topics

We ask about:

• Ease of appointment booking
• Staff courtesy and professionalism
• Doctor’s communication and care quality
• Facility cleanliness and comfort
• Wait times and efficiency
• Billing transparency
• Overall satisfaction
• Likelihood to recommend
• Areas for improvement

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Contact for Queries

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General Queries

Main Helpline:
Phone: +91-731-4567890
Timing: 24/7
Email: [email protected] Quick queries about:

• Department locations
• Doctor availability
• Service offerings
• Visiting hours
• General information

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Billing Queries

Billing Department:
Phone: +91-731-4567934
Timing: Monday to Saturday, 9:00 AM to 8:00 PM
Email: [email protected] Assistance with:

• Bill clarifications
• Payment options
• Insurance claims
• Payment receipts
• Refund processing

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Medical Records Queries

Medical Records Department:
Phone: +91-731-4567935
Timing: Monday to Saturday, 9:00 AM to 6:00 PM
Email: [email protected] Requests for:

• Discharge summaries
• Medical certificates
• Test reports
• Treatment records
• Record corrections

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Insurance & TPA Queries

Insurance Desk:
Phone: +91-731-4567925
Timing: Monday to Saturday, 9:00 AM to 6:00 PM
Email: [email protected] Help with:

• Cashless approval process
• TPA coordination
• Claim documentation
• Pre-authorization
• Settlement queries

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International Patient Queries

International Patient Services:
Phone: +91-731-4567936
Timing: Monday to Saturday, 9:00 AM to 6:00 PM
Email: [email protected] Services include:

• Medical visa assistance
• Treatment cost estimates
• Accommodation arrangements
• Language interpretation
• Travel coordination

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Social Media Feedback

Connect with us and share your experience: Facebook: facebook.com/SahajHospitalsIndore
Twitter: @SahajHospitals
Instagram: @sahajhospitals
LinkedIn: linkedin.com/company/sahaj-hospitals Response Time:

• Public comments: Within 24 hours
• Direct messages: Within 4-6 hours during business hours
• Emergency concerns: Immediately escalated to management

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What Happens to Your Feedback?

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Monthly Review Process

1. Collection: All feedback compiled from various sources
2. Analysis: Quality team analyzes trends and patterns
3. Discussion: Department heads review feedback in monthly meetings
4. Action Plan: Specific improvements identified and assigned
5. Implementation: Changes implemented with timeline
6. Monitoring: Progress tracked and results measured

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Recent Improvements from Feedback

Based on patient feedback, we recently:

• Extended OPD hours to 8:00 PM for working professionals
• Added more wheelchair-accessible restrooms
• Introduced SMS queue updates to reduce waiting anxiety
• Improved cafeteria menu with healthier options
• Installed water purifiers on every floor
• Reduced average billing counter wait time by 40%

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Patient Rights

You have the right to:

• Receive quality medical care without discrimination
• Get complete information about your diagnosis and treatment
• Provide or refuse consent for treatment
• Privacy and confidentiality
• Access your medical records
• Voice concerns without fear of retaliation
• Seek second opinions
• Lodge complaints and receive timely responses

Patient Rights Charter:
Available at all patient touchpoints and on our website

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Anonymous Feedback

We understand some feedback is sensitive. You can:

• Use online form without providing contact details
• Drop anonymous notes in feedback boxes
• Call from a private number
• Email from anonymous email accounts

While anonymous feedback helps us improve, providing contact details allows us to:

• Investigate specific incidents thoroughly
• Update you on actions taken
• Offer personal resolution

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We’re Here to Listen

Your experience matters to us. Whether you want to:

• Appreciate exceptional care
• Suggest improvements
• Express concerns
• File a complaint
• Ask questions

We’re committed to listening and responding with empathy and action. Patient Relations Department:
Phone: +91-731-4567930
Email: [email protected]
In-Person: Ground Floor, near Main Reception Open: Monday to Saturday, 9:00 AM to 6:00 PM
For urgent matters: 24/7 Duty Manager available