A Structured System to Address Patient Concerns
At Nirgunn MedVoyage, we believe that every concern deserves attention, clarity, and timely resolution. Our grievance redressal system is designed to ensure that patient feedback, issues, or complaints are handled through a fair, transparent, and structured process.
Our Approach
We follow a defined process to receive, review, and resolve patient concerns. Each grievance is documented, acknowledged, and addressed within a structured timeline to ensure accountability and continuous improvement.
How to Raise a Concern
Patients or their representatives can submit a grievance through:
- Email communication
- Website form submission
- Direct contact with the assigned coordinator
To ensure smooth processing, the following details may be required:
- Patient name and ID
- Description of the concern
- Relevant documents or references
Once submitted, the request is recorded and moved to the next stage.
What to Expect
We follow clear timelines to ensure that every concern is addressed promptly:
- Acknowledgment of complaint within 24 hours
- Initial review and assessment within 1 to 2 working days
- Resolution typically within 3 to 5 working days
- Final closure within 7 working days
Timelines may vary depending on the nature of the concern, but communication is maintained throughout.
How We Handle Complaints
Step 1
Acknowledgment
Step 2
Investigation
Step 3
Resolution
Step 4
Communication
Step 5
Closure
What Can Be Reported
Grievances may include:
- Issues related to coordination or communication
- Concerns about travel or accommodation arrangements
- Delays or gaps in service delivery
- Support-related concerns during the journey
Medical treatment concerns should be addressed directly with the hospital or doctor responsible for care.
Learning from Feedback
Every grievance is reviewed not only for resolution but also for improvement.
- Patterns are analyzed to identify recurring issues
- Processes are updated to prevent similar concerns
- Team training is enhanced based on feedback
This helps us strengthen our systems and deliver better service.
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Need Assistance
If you have any concern or require assistance, we encourage you to reach out to our team.