Policy and Procedure on Grievance Mechanism
N&K Dialysis Centre
The purpose of the policy is to establish a process to resolve complaints made by patients and/or persons speaking on behalf of the patient in a timely, reasonable and improved the patient experience and quality of care Procedure;
All grievances by patient and/or patient family members received either verbally or written complaint will be attended by the Centre staff in charge.
Centre staff in charge acts to resolve the complaint at the moment of initial contact.
If unable to resolve the complaint at the time, Centre staff in charge reported to the Area Manager no later than the next working day for further action.
Area manager and General manager will meet up with the complainant, listen attentively and write down exact words while he/she are complaining.
Area manager together with General manager will initiate investigation, communicates with staff and report investigation result with corrective and preventive measures to Person in Charge.
Sends acknowledgement letter within 7 working days of receipt of complaint to patient informs patient that centre is working to address the grievance and that a written response will follow within 10 calender days from the date of the grievance.
If a grievance cannot be resolved within 10 calender days, follow up with the complainant verbally or in writing as appropriate and explain the reason for the delay, the status and an approximate time when the grievance will be resolved.
Person in Charge explain to the complainant the investigation result finding and actions to be taken by N&K DIALYSIS management.
If the complainant did not satisfied with the outcomes and actions taken by N&K DIALYSIS management, he/she have the right to refer the matter in writing to the Director General of Ministry of Health for further investigation and actions.