Patient Complaint System

In Aga Khan University Hospital (AKUH) patient complains are handled cautiously and in a systematic way. The Head Nurse, the Incharge Nurse and service coordinators, as a team, conduct regular rounds of each patient every day. They proactively respond and resolve any complaints that are raised in their respective areas, log the status of the complaints on their system and send the data to quality assurance department. The unresolved complaints, whether clinical or non clinical, are registered on complaint/suggestion form by the complainant or the identified responsible staff and then deposited in the complaint/suggestion boxes available at several locations throughout the hospital to be forwarded to quality assurance department. The patient counselling officer then works towards resolving the issues through the patient complaint handling protocol.