1. Purpose of the Policy

At Sree Krishna Nursing Home (SKNH), patient satisfaction and quality healthcare are our highest priorities. This Feedback & Grievance Redressal Policy has been established to provide patients, attendants, and visitors with a transparent, accessible, and fair mechanism to express their feedback, suggestions, complaints, or grievances related to our services.

The objective of this policy is to:

• Continuously improve patient care and hospital services

• Address grievances promptly and effectively

• Promote transparency, accountability, and trust

• Ensure respectful communication between patients and healthcare providers

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2. Scope

This policy applies to:

• All patients receiving treatment at SKNH

• Patient relatives or attendants

• Visitors to the hospital

• Any individual wishing to provide feedback or raise a concern regarding hospital services, staff behavior, facilities, or processes

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3. Types of Feedback and Grievances

We welcome all forms of feedback, including but not limited to:

• Appreciation or compliments for services or staff

• Suggestions for improvement

• Complaints regarding medical care, nursing services, billing, facilities, hygiene, waiting time, or administrative processes

• Any grievance related to patient rights, safety, or service quality

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4. Channels for Submitting Feedback or Grievances

a) In-Person Submission

Patients or attendants may visit the Customer Service Desk at the hospital and communicate their concerns directly to our staff. Our team will assist in recording the feedback or grievance and guide the individual through the process.

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b) Online Submission

Feedback and grievances can be submitted through the Feedback & Grievance Form available on the official SKNH website.
Users are requested to provide accurate and detailed information to enable proper assessment and resolution.

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c) Email Communication

Feedback or grievances may be sent via email to:
📧 sknh2020@gmail.com
All emails are reviewed and acknowledged within 24 hours of receipt.

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d) Telephone Support

Patients may contact our Customer Service Helpline:
📞 03229-258257 / +91-8327529897
Our representatives are available to listen to concerns, provide guidance, and initiate resolution procedures.

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e) Postal Communication

Written feedback or grievances can be sent by post to:

Sree Krishna Nursing Home (SKNH)
Chaturibhara, Narayangarh
Paschim Medinipur, West Bengal, India
PIN: 721437

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5. Feedback & Grievance Handling Process

Step 1: Acknowledgment

All feedback and grievances are formally acknowledged within 24 hours of receipt through the respective communication channel.

Step 2: Review and Investigation

The concerned department or designated committee reviews the matter carefully. Where required, a detailed investigation is conducted to understand the root cause and identify corrective measures.

Step 3: Resolution

Appropriate and timely action is taken to resolve the issue. The complainant is kept informed about the progress and outcome of the grievance.

Step 4: Follow-Up

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After resolution, the hospital may follow up with the complainant to:

• Confirm satisfaction with the solution

• Gather feedback on the grievance handling process

• Identify opportunities for further improvement

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6. Confidentiality and Fairness

• All feedback and grievances are handled with strict confidentiality.

• No patient or attendant will face discrimination, denial of care, or adverse consequences for raising a concern.

• The process is conducted in an unbiased, respectful, and ethical manner.

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7. Why Your Feedback Matters

Your feedback helps us:

• Improve patient safety and quality of care

• Enhance hospital services and facilities

• Strengthen communication between patients and staff

• Maintain transparency and accountability

• Uphold our commitment to high healthcare standards

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8. Our Commitment

At Sree Krishna Nursing Home (SKNH), we believe that every piece of feedback—positive or negative—is an opportunity to grow and serve better. We are committed to listening, learning, and improving to ensure a safe, respectful, and positive healthcare experience for every patient and their family.

Your voice matters at SKNH. Together, we make healthcare better.

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