At AIIMSONIAN Health Consultancy website (www.aiimsonianhealthconsultancy.com), we are committed to providing our patients and clients with the highest level of healthcare services. However, we understand that there may be times when expectations are not met, and grievances need to be addressed promptly and effectively. This Grievances Policy outlines the procedure for addressing any concerns or complaints raised by user or clients or stakeholders.

 

1. Scope of the Policy

 

This policy applies to all user, clients, staff, and stakeholders who wish to raise a concern or lodge a grievance related to the services provided by AIIMSONIAN Health Consultancy, that includes only  online services.

 

2. Objectives

•                 To provide a transparent, fair, and efficient process for resolving grievances.

•                 To ensure that all concerns are addressed with the utmost confidentiality and professionalism.

•                 To use feedback constructively to improve the quality of our services.

 

3. How to Lodge a Grievance

 

Grievances can be submitted through the following channels:

•                 Online Grievance Form: Fill out the grievance form available on our website under the “Grievances” section.

•                 Email: Send an email detailing your concern to support@aiimsonian.com.

•                 Customer Support Helpline: Call us at [insert helpline number] during business hours i.e. Monday to Friday  between 10am to 5 pm.

           

 

4. Required Information

 

When lodging a grievance, please provide the following details:

            •          Your full name and contact information (email, phone number, or address).

            •          Details of the grievance (e.g., nature of the issue, date, and relevant service).

            •          Supporting documents or evidence, if applicable.

            •          Your desired resolution or outcome (if any).

 

5. Grievance Handling Procedure

•                 Acknowledgment: Upon receiving the grievance, we will acknowledge it within 2 working days via email or phone.

•                 Review and Investigation: The grievance will be reviewed and investigated by the Grievance Redressal Team within 7 working days of acknowledgment. If further time is required, the complainant will be informed about the extended timeline.

•                 Resolution: A resolution will be provided within 15 working days from the date of acknowledgment. If the grievance cannot be resolved within this timeframe, an update will be provided with a new expected resolution date.

•                 Escalation: If the complainant is not satisfied with the resolution, they can escalate the grievance to the Grievance Officer by emailing.

•                 Final Decision: The Grievance Officer will review the escalation and provide a final decision within 10 working days.

 

6. Confidentiality

 

All grievances will be handled with strict confidentiality. Information will only be shared with those directly involved in the investigation and resolution process.

 

7. Continuous Improvement

 

We value your feedback and use it to enhance our services. Grievances are analyzed periodically to identify trends and areas for improvement.

 

8. Grievances addressable

 

First level

For any queries regarding this policy, please contact us at:

Email: aiimsonianhealthconsultancy@gmail.com

Helpline: [9773959901]

 

Second level

Grievance Officer

Email: suveshsingh271@gmail.com.

 

 

Note:

This policy is subject to periodic review and updates to ensure compliance with legal and regulatory requirements.