Feedbacks play an important role in enhancing patient care. However, they are not necessarily just complaints – it can be anything, a point on improving hospital facilities, enhancements or a complaint against a doctor or staff member. But, what matters is how these complaints are being taken care of.
Rajiv Gandhi Cancer Hospital is a cancer institute and hospital in Delhi known for its high-quality cancer treatment with all things in place – from treatment and facilities to customer complaints. By actively listening and recognizing the importance of feedback and complaints, the hospital stays ahead in taking care of its patients, ensuring they receive the best treatment and care. Let’s look at a few Rajiv Gandhi Cancer Hospital complaints and strategies that can be used to implement better care and quality.
Patient Name- Ashok Kumar
I recently got my cancer cured at RGCH. The treatment went well and the doctors were great. However, during my appointment, the waiting time was annoying. There were so many situations where I had to wait for ĺong and this added stress to the already worrying situation. I think the hospital should do something about this.
This was my complaint and this is how the hospital responded to it. They immediately responded to my concern and acknowledged that they would take care and assured me that the issue would get resolved. The next month, when I visited for a follow-up, I was surprised to see that they had improved their system and patients were informed about the appointments promptly so that they didn’t have to wait.
Steps Taken by RGCH
RGCH has implemented many strategies to enhance their overall system. Here are a few steps taken:
- Incorporate a Feedback System
It should be easy for patients to communicate and reach for complaints. So, RGCH implemented feedback portals, forms, email addresses and phone numbers so that patients find it easy to reach and complain. Such a well-maintained feedback system can be helpful for patients and hospitals as the feedback will help the hospitals to understand and work on refining healthcare services.
- Encourage Patients to Speak Their Hearts Out
A doctor-patient relationship should always be a two-way communication. To understand patients better, doctors should be able to actively listen to their concerns. RGCH understands this very well. The staff, nurses and doctors at the hospital encourage patients to speak about their physical health or mental health issues with someone they can trust. The hospital staff is trained in active listening skills and responds to feedback compassionately.
- Patient Surveys
Surveys are a good way to understand what patients think about hospitals’ services and treatment. So, there are regular surveys conducted by RGCH. The survey can be about anything, from treatments, facilities, waiting time, medicine, or overall satisfaction. They utilise all the insights for a better tomorrow and care.
- Streamlined Process
RGCH has a streamlined process to deal with complaints. All patient complaints are acknowledged, investigated and addressed on time. Patients are informed about their complaints every step of the way.
Apart from these, good training and well-educated staff can make all the difference. Using the latest technology to enhance the feedback experience has created a patient-centric culture. The above-mentioned example of Rajiv Gandhi Cancer Hospital feedback shows how a good and immediate response towards complaints can help achieve enhanced care.