Feedback Collection SOPs

Patient feedback for both In-patient and Out-patient collected daily by Client Experience department.
Feedback is categorized in 3 categories: Compliment, Complaint, Suggestion and Inquiries.
Client Experience department is to collect feedback using the following method from a patient or care giver; Daily ward rounds (In-patient), Out-Patient feedback forms availed at all suggestion boxes and touch points, QR Code, follow up calls post discharge and 24hrs after Out-Patient visit for (Children’s center, Specialist center, Women’s center, Lab, Radiology, Pharmacy, and all other support departments.
Feedback collected is shared with respective departments and corrective actions are taken and feedback given to clients.
A follow up call to the clients that complain should me made by unit manager/department head to reassure client of follow up and that action is being taken.