External Grievance Redressal Mechanism (GRM)
The GRM of Apex Hospitals Pvt. Ltd. (AHPL) provides a standardized, inclusive system to receive, record, evaluate, address, and resolve grievances across all units. It ensures all voices are responded to respectfully and systematically.
Guiding principles include- Transparency, Fairness, Respect, and Accountability.
These principles govern all GRM operations as part of AHPL's ethical governance and social performance framework.
The mechanism applies across all AHPL facilities for internal stakeholders (employees, doctors, nurses, support staff, interns, trainees, contractual workers) and external stakeholders (patients, attendants, vendors, suppliers, contractors, visitors, community members).
Grievances covered include issues related to service delivery, workplace conditions, conduct, safety, welfare, contractual compliance, environmental and social impacts, and patient care.
Grievance Redressal Committees (GRCs)
External GRC- Patient, Community, Vendor & Contractor Grievances
- Chairperson: Dr. Shailesh Jhawar
- In-Charge (Contractor & Labor): Mrs. Tapti Bhattacharya
- In-Charge (Patient Care): Mrs. Kunju Jhawar
- In-Charge (Community & Others): Mr. Ritu Raj Singh
- Member: Mrs. Tulika Lodha
A separate ICC handles all sexual harassment cases.
Types of External Grievances
External
Contractors:
- contractual breaches
- denial of statutory benefits
- unsafe working conditions
Patients:
- clinical care
- hygiene
- staff behavior
- billing disputes
- delays, mistreatment
Community:
- traffic/noise nuisance
- waste disposal issues
- environmental impacts
- unethical conduct
- concerns raised during outreach
External Grievance Redressal Process
Submission Channels
- Email: care@apexhospitals.com
- Walk-in submission at reception or grievance cell
- Complaint/suggestion boxes
- Phone
- Website contact form
- Patient Complaint Form
- Community Complaint Form
Resolution Process Steps
- Acknowledgment within 2 days
- Review by GRC In-charge
- Preliminary resolution where possible
- Formal registration if unresolved
- Action plan development within 10 days
- Written response to complainant within 10 days
- If unresolved, re-review and escalation
Stakeholder-Specific Procedures
1. Patients
Minor issues resolved informally; serious grievances documented through Patient Complaint Form.
Acknowledgment within 48 hours, resolution targeted within 10 working days.
2. Community Members
Complaints accepted through phone, email, walk-ins, website forms, and boxes.
Acknowledgment within 48 hours; response within 10 working days unless complex.
3. Construction/Renovation Phase Grievances
Information disseminated proactively; any affected individual may lodge complaints through all existing GRM channels.
Confidentiality
Identity and personal data of the grievant are protected, shared only on a need-to-know basis, and not disclosed externally unless legally required or authorized.
