REPORTING CONCERNS ABOUT PATIENT SAFETY & QUALITY OF CARE
The hospital hereby notifies the public that if you have any complaint or grievance about patient safety or quality of care provided in the hospital, you may contact the Patient Relation Officer / Administrative office / CEO’s office to report your concerns to the contact details provided below:
Out Patient / In-Patient Services
Patient Relation Office
Tel : +973 17602602 -Ext: 616
Fax : +973 17640391
Email: pro.alamalhospital@gmail.com
amalinfo@alamalhospital.me
Patient Complaints Procedure
Complaints can be made in the following methods:
- By contacting the customer care staff on duty, submitting the patient complaint form directly or dropped in the complaints box, by Postal mail or Email.
- Please provide patient name, Hospital ID number or CPR Id, and contact details for receiving our reply.
- Patient complaint forms are available at all reception desks and complaint box is located nearby.
- You may also submit the same to the Patient relation Officer directly
Complaints Redressal Mechanism:
- Any patient may raise a complaint by contacting the Patient relation coordinator/officer staff on duty
- A written complaint may be submitted by filling patient complaint form and dropping it in the complaints box located in one of the reception desks.
- Complaints may also be sent to the Administative / CEO office by postal mail or email.
- Once the complaint is received in whichever method, action will be initiated within 24 hours. The decision taken is implemented and reply to the patient is given within 1 week by email or telephone or by personally meeting the patient. The corrective actions are completed within 1 month and reported to the Quality Improvement Department.
- Any delay or obstacles in implementing the correction actions are tracked by the Quality Improvement committee in the monthly meetings and followed until the matter is completed or closed.
- Any delay or obstacles in implementing the correction actions are tracked by the Quality Improvement committee in the monthly meetings and followed until the matter is completed or closed.
- If the complaint is of nature where the redressal of the patient complaint involves the patient, then the corrective actions are informed to the patient until the completion and closure of the complaint.
- If an effective solution could not be implemented for whatsoever reason, the patient may write a second complaint to the ADMINISTRATIVE / CEO’s office. LATE ACTION OR NO ACTION related complaints are taken up immediately and the redressal mechanism is initiated to complete the process within 1 week.