Being a customer focused organisation, Aga Khan University
Hospital (AKUH) highly values patient and family rights.
The Hospital has established a complaint handling process
that fully assists its valuable customers in reporting,
investigating and responding to their raised concerns.
We encourage our patients and their family members
to freely raise and discuss their concerns with the
concerned health care team members of doctors, nurses,
and service coordinators in the wards, who always try
to address and resolve these issues on the spot. In
case the ward staff is unable to resolve such issues,
the patients and families have the right to make a
formal written complaint. The prescribed forms and
drop boxes are available in all patient care areas.
Our staff in the Patient Complaints Office is available
from 9:00 am - 5:00 pm, through Mondays to Fridays
for a personalised complaint reporting mechanism and
assistance in resolving the raised concerns. If desired,
representatives from senior medical, nursing, and administrative
leadership are always more than willing to meet the
complainants in order to explore timely resolution
of raised issues. Being a learning and quality driven
organisation, AKUH always welcomes its valuable customers
to freely raise their concerns or complaints and views
these as opportunities for improvement.
Dr Gulzar S. Lakhani
Manager, Clinical Affairs
3486 4622 or 3493 0051 Ext. 4622 gulzar.lakhani@aku.edu
Dr Seema Khowaja
Patient Counseling Officer
3486 4610 or 3493 0051 Ext. 4610 seema.khowaja@aku.edu
