Provide a brief description of grievance handling and grievance handling mechanisms in the United Kingdom, Singapore, and Sri Lanka.

1. complains
handling
mechanism in
health systems
DR. RANGA SABHAPATHIGE
MBBS, MSC, MD, DIPPCA
ACTING CONSULTANT IN HEALTH CARE MANAGEMENT.
MINISTRY OF HEALTH
SRI LANKA

2. Definition
of
grievance
Dr. Ranga Sabhapathige, Grievance handling
mechanism
10/1/2021 2
A real or imagined cause
for complaint, especially
unfair treatment.
A feeling of resentment
over something believed
to be wrong or unfair.

3. What are
the
grievances
?
Dr. Ranga Sabhapathige, Grievance handling mechanism 10/1/2021 3
Declining standards of care
Unethical practices
The affordability of medicines, and services
Non availability of Services
lack of availability of doctors and health
workers.

4. What is grievance
redress
mechanism?
• A formal mechanism
designed to receive
and address health
sector public
grievances/
complaints and
suggestions.
Dr. Ranga Sabhapathige, Grievance handling mechanism 10/1/2021 4

5. Principles
of GRM
Dr. Ranga Sabhapathige, Grievance handling
mechanism
10/1/2021 5
Positive approach demonstrating sincerity
and concern.
Simple and user-friendly system to
register the grievance.
A system to track, resolve and document
the complaint
Follow up and reporting mechanism.
Time bound redressed of grievances.
Mechanism to give feedback to
complainant.
Confidentiality of complainants’ details.
One time registration for a grievance i.e.
one grievance, one registration to prevent
duplicity

6. • It is universally accepted
that information from
patient complaints is a
widely accepted measure of
patient – provider
relationship, that can lead
to significant improvement
in the quality and
performance of health
services.
Dr. Ranga Sabhapathige, Grievance
handling mechanism 10/1/2021 6

7. Aims of
GRM
Dr. Ranga Sabhapathige, Grievance handling mechanism 10/1/2021 7
Improve quality and
safety of Health care
delivery
Shape the health policies
according to public
views

8. Objectives
of GRM
• To provide a means of
receiving and addressing
health sector public
grievances/ complaints.
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Dr. Ranga Sabhapathige, Grievance handling
mechanism
8

9. Complain
mechanism in
NHS system
(United
Kingdom)
Dr. Ranga Sabhapathige, Grievance handling mechanism 10/1/2021 9

10. When making
a complaint
about NHS
service, you
can complain
to;
Dr. Ranga Sabhapathige, Grievance handling
mechanism
10/1/2021 10
The healthcare provider: this is the
place where you obtained the NHS
service (exa; your hospital, GP surgery
or dental surgery)
The commissioner: this is the
organisation that paid for the service
you received (NHS England, local
clinical commissioning group or your
local authority).

11. Customer
feedback and
complaint
resolution in
Singapore
hospitals
• Finding the facts by using
patient records and internal
meetings.
 Customer feedbacks were given
top priority . A dedicated team
at Patient Relations Service (PRS)
ensures that all customers’
feedback is effectively managed.
 Complaints, appeals,
suggestions and compliments
received through emails, letters,
phone calls, the press and direct
encounters are the modes of
customer feedback.
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mechanism
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12. Dr. Ranga Sabhapathige, Grievance handling
mechanism
10/1/2021 12
PRS team acknowledges the feedback within one
day and they forwarded all customers’ feedback to
the relevant HODs. HODs investigate and forward
the report back to PRS.
PRS organize the report, clarify, provide verbal
explanations, facilitate family conference or
prepare draft for signature and reply to customer
within short period.
The mode of reply includes verbal explanations,
written reply. For complicated cases, HODs/PRS
decide to convene a family conference.

13. Grievance
handling in Sri
Lankan health
system
The ministry of health, Sri
Lanka recently established
grievance handling centers
with specified hierarchical
layer of mediation.
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mechanism
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14. • Grievance redress
structure with 4 tiers was
established in Sri Lanka to
manage complaints and
suggestions
• Tier 1- At the
Institutional level
• Tier 2 –At the District level
• Tier 3 – At the Provincial
level
• Tier 4 – At the National
level
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mechanism
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15. • At the national level(Tier 4), a
designated unit had been
established under the office of
additional secretary medical
services, ministry of health, Sri
Lanka to receive suggestions and
complaints which are not
resolved in the lower tiers.
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mechanism
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16. National Call
Centre
Line Ministry
institutions
Curative Sector
Teaching
Hospitals
Specialized
Hospitals
Others: Base &
Divisional
Hospitals
Preventive Sector
Campaigns
PDHS Office
RDHS Office
Curative Sector
Institutions
Provincial General
Hospitals
District General
Hospitals
Base Hospitals
Divisional
Hospitals
PMCU
Preventive Sector
Instituions
MOH
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17. Thank you
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