Patient Complaints

Region

University Hospitals | The Aga Khan University

Patient Feedback System

Being a customer focused organization, Aga Khan University Hospital values the feedback provided by patients, their family and attendants. We, at AKUH have an obligation to listen, understand, investigate and respond to the complaints in a very professional manner. Each and every feedback provider deserves respect and careful handling as it provides tremendous opportunities for improvement. It is ensured that presentation of a complaint will in no way compromise a patient's access to care at the Aga Khan University Hospital.

We encourage our patients and their family members to freely raise and
discuss their concerns with the concerned health care team of doctors, nurses, and service coordinators in the wards, who always try to address and resolve these issues on the spot. In case the ward staff is unable to resolve such issues, the patients and families have the right to make a formal written complaint feedback. The prescribed forms and drop boxes are available in all patient care areas. The prescribed form is also available online, you may click here and lodge your feedback electronically.

The Department of Clinical Affairs has established a Patient Feedback Handling Office. The staff of the office receives feedback from patients and/or their family either in written, verbal or electronic forms. The office has a standard operating procedure for handling patient concerns and feedback in light of AKUH's "Feedback Handling Policy". It is manned with full-time staff and operates on working days from 9:00 a.m. to 5:00 p.m. This team works very closely with the clinical faculty, nursing and support services to respond to complaints and keeps the senior management well informed of the process and status of patient concerns and feedback.

If desired, representatives from senior medical, nursing, and administrative leadership are always more than willing to meet the complainants in order to help arrive at timely resolution of raised issues.

Concerns, their outcomes and patient satisfaction are shared with the hospital staff through monthly and quarterly reports.

Contacts Us

Dr Gulzar S. Lakhani
Senior Manager,
Clinical Affairs
Direct: 92 21 3486 4622
Tel: 92 21 3493 0051 Ext. 4622

Ms. Rupa Himani
Senior Patient Counseling Officer, Clinical Affairs
Direct; 92 21 3486 4610
Tel: 92 21 3493 0051 Ext. 4610
rupa.himani@aku.edu

Ms. Sehrish Noorddin Rupani
Patient Counseling Officer, Clinical Affairs
Direct: 92 21 3486 4368
Tel: 92 21 3493 0051 Ext. 4368
sehrish.rupani@aku.edu

For online patient feedback form, please Click here