​Appreciation, Feedback and Complaints

At The Aga Khan University Hospital, we take great pride in being a patient-centred organisation. We aim to provide care that is respectful of and responsive to individual patient preferences, needs, and values, and ensure that patient values guide all clinical decisions. This is why we take your valued appreciation, feedback and complaints very seriously. Our medical and administrative staff is committed to listening, understanding, investigating and responding to your feedback and complaints in a professional manner. Any feedback or complaint that you provide does not compromise your access to our services or the level of care that you receive. We use the information gathered as necessary to further improve our services.

Patients, families, attendants and visitors may provide appreciation and/ or feedback in the following ways:

  • Share appreciation or feedback directly with the team of doctors, nurses and/ or service coordinators in the clinics or wards. 

  • Provide written notes of appreciation or feedback that can be put in our Feedback and Suggestion Boxes placed at various locations in the clinics and wards, or given to our staff.

  • Email us the appreciation or feedback stating patient name, MR (Medical Record) number, description of the situation, and the names of our staff who were involved. The email can be sent to patient.feedback@aku.edu

  • Complete the Patient Feedback Form.​

Patients, families, attendants and visitors may provide a formal complaint in the following ways:

  • Raise and discuss concerns with the team of doctors, nurses and/ or service coordinators in the clinics or wards. If possible, they will try to address and resolve these issues on the spot. They will log the complaint and status on their system and send the data to the Quality Assurance Department.

  • Complete the Patient Feedback Form​.

  • Register the complaint with the complaint office or administrative staff at the medical facility in person. 

  • Our Clinical Affairs Department has an established Patient Complaint process. All feedback, whether submitted in paper or electronic form, is handled by conducting a thorough investigation of the issue and the findings reported back to the staff and patient.