Patient complaints can be received through the admission office, patient relation facility, or social worker's unit, either verbally or in writing. The complaint will either be resolved immediately with no further action needed, or it will be documented and forwarded to the appropriate administrator - such as the medical director for medical complaints or general manager for financial complaints. The issue is then addressed according to hospital regulations. Feedback is provided to the patient and family, and the complaint is documented in the system with a reference number before being closed, or escalated if remaining unresolved.

1. PATIENT COMPLAINT WORKFLOW ANALYSIS
PATIENT COMPLAINT IS RECEIVED
THROUGH:
ADMISSION OFFICE
PATIENT RELATION FACILITY
SOCIAL WORKER’S UNIT
Written complaint Verbal complaint
Concern is
resolved
immediately
No further
process required
Document the complaint
then proceed to the next
complaints procedure
Forward to administration
accordingto the nature of
the complaint
Medical complaint:
Medical director
Financial complaint:
General manager
Others: Quality
manager
Concern is
resolved
Issue is dealt according to
the standard rules &
regulations ofthe hospital
Feedback handed to the
patient and family
Documented in the
computer for reference &
data aggregation with
reference number
COMPLAINT
CLOSED
YES
UNRESOLVED
YES
UNRESOLVED