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hlthline@comsats.net.pk

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Complaints Policy

At Dr Arshad Health Associates, we are dedicated to fostering an open and transparent culture. We believe that addressing complaints effectively contributes to the continuous improvement of our services.

Although rarely, if you have any complaints or concerns about the service you have received from anyone on our team, please let us know. We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, please let us know as soon as possible – ideally within a matter of days or at most a few weeks. This will enable us to establish what happened more easily.

Purpose

To provide a clear process for patients to express concerns or complaints regarding their experience with our medical practice, ensuring all feedback is addressed in a timely and effective manner.

Scope

This policy applies to all patients and stakeholders.

Policy Statement

At Dr Arshad Health Associates is committed to providing high-quality clinical care and services. We value patient feedback as an essential part of improving our practices. This complaints policy ensures that all complaints are handled fairly, efficiently, and confidentially.

Objectives

Create an environment where patients feel comfortable expressing their concerns.

Ensure that complaints are acknowledged and resolved promptly.

Use complaints as a tool for quality improvement within the practice.

How to Submit a Complaint:

  • Complaints can be submitted verbally to +92 300 8504999, in writing, or via email to our head office on hlthline@comsats.net.pk
  • Patients are encouraged to provide details such as the nature of the complaint, dates, times, and any relevant names

Initial Acknowledgment

  • All complaints will be acknowledged within 3 working days.
  • Patients will receive information about the complaints process and an estimated timeline for resolution.

Investigation

  • Complaints will be investigated by a designated complaints officer or a senior staff member.
  • The investigation may involve reviewing records, speaking with staff, and considering patient feedback.

Response

  • Patients will receive a formal response within 1 week , detailing the findings and any actions taken.
  • If more time is needed to resolve the complaint, the patient will be informed of the delay and the reasons for it.

Escalation

  • If the patient is not satisfied with the response, they may escalate the complaint to the senior incharge who will ensure that the concerns are addressed and issue resolved.

Confidentiality

All complaints will be handled confidentially, and patient privacy will be maintained throughout the process. Information will only be shared with those directly involved in the resolution of the complaint.

Monitoring and Review

Complaints will be logged and reviewed regularly to identify trends and areas for improvement.

This policy will be reviewed annually and updated as necessary to reflect changes in legislation and practice standards.