Cell set up to address complaints about healthcare centres

Islamabad Healthcare Regulatory Authority (IHRA) has started looking at the complaints of citizens related to services being provided at healthcare centres and hospitals, both public and private, in the federal capital.

According to an official of the authority, a dedicated directorate of complaints had been established for receiving, managing, and resolving complaints of patients or their family members and to improve the quality of service and the outcomes.

He said that these complaints were the source of direct information about the problems being faced by the public in the healthcare facilities. He said that many complaints had been addressed on merit. He said the purpose of the directorate of complaints was to ensure the best services to the patients at these centres.

“The authority can investigate matters related to hospitals, labs, homoeopathic clinics, home-based services, ambulance service and other related matters being provided by the healthcare centres in the federal capital.

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He added that the directorate will take into account complaints about negligence, inattentiveness, delay, inefficiency, administrative irregularities, abuse of power, any act of omission or commission, failure to foresee and take comprehensive precautionary measures against possible mishaps, failure to provide the requisite information, failure to investigate, failure to reply, misleading or inaccurate statements, inadequate liaison, corrupt behaviour, incorrect or illegal administration of a drug to a patient or client, an incorrect or incomplete entry in a document or violation of human rights, etc.

The official said that the healthcare service providers could also complain about misconduct by the citizens or damage to the healthcare establishments. He said that if the complaint, submitted either by an aggrieved person or a healthcare facility, is proved false, the authority may impose a penalty which may be extended to Rs200,000 against the complainant. He said the complainants should read the guidelines on the IHRA website.

He said that on the issue of medical negligence and the issue of malpractice and maladministration, the authority imposed a fine of amount Rs750,000 on the administration of a private hospital in the federal capital under section 29 Islamabad Healthcare Regulation Act, 2018.

Published in The Express Tribune, October 11^th, 2021.