Date: 06-01-2025

Purpose:
Henotic Diagnostics is committed to providing quality healthcare services in a professional, compassionate, and responsible manner. Our Grievance Redressal Policy ensures that patients and their families can express their concerns, complaints, and grievances and receive prompt resolution. This policy aims to ensure transparency, accountability, and patient satisfaction.

Scope:
This policy applies to all patients and visitors using services at Henotic Diagnostics, including those availing diagnostic imaging services, blood tests, health check-ups, and all other medical or healthcare-related services provided by our facility.

1. Objective

The primary objective of this Grievance Redressal Policy is to address and resolve any issues or dissatisfaction patients may have regarding our services, staff, or facilities. We aim to provide a clear and structured process for grievance handling to ensure timely and effective solutions.

2. How to Raise a Grievance

Patients, relatives, or guardians who are dissatisfied with any aspect of their experience at Henotic Diagnostics are encouraged to file a grievance. Grievances can be reported by:

  • In-person: By visiting the facility and speaking to our Customer Service or Grievance Redressal Officer.
  • Via Email: Send your concerns to either of the following email addresses:
  • By Phone: Call our Customer Support numbers:
    • 08879327184
    • 09372853584
  • Written Complaints: A formal written complaint can be submitted at our reception.

3. Information to Include in Your Grievance

When filing a grievance, please include the following information for better processing:

  • Patient’s name, contact details, and ID (if applicable)
  • Date and details of the issue or complaint
  • The department or service involved
  • Suggested solutions (optional, but helpful)

4. Grievance Handling Procedure

Upon receiving the grievance, the following steps will be taken:

  1. Acknowledgement: All grievances will be acknowledged within 24 hours of receipt.
  2. Investigation: Our grievance redressal officer will investigate the matter by reviewing relevant records, talking to involved parties, and gathering additional information if necessary.
  3. Resolution: A proposed resolution will be communicated to the complainant within 5 working days of receipt of the grievance.
  4. Follow-up: If necessary, the complainant will be contacted for feedback on the resolution. Any further concerns will be addressed promptly.

5. Time Frame for Redressal

  • Simple complaints will be resolved within 5 working days.
  • Complex issues, involving medical or operational assessments, may require up to 10 working days.
  • If a grievance remains unresolved, patients have the option to escalate it to senior management.

6. Escalation Process

If the complainant is not satisfied with the resolution provided or feels that the grievance has not been adequately addressed, the matter can be escalated to:

  • Senior Management: You may contact the head of Henotic Diagnostics at: [email protected] or reach us at our contact numbers.
  • External Authorities: If the grievance remains unresolved at the organizational level, patients may approach the Maharashtra Medical Council or any other relevant regulatory body for further assistance.

7. Confidentiality and Non-Retaliation

  • All complaints will be treated with confidentiality, and patients are assured that their grievance will not affect the quality of service or care they receive.
  • Retaliation of any kind, including denial of services or discrimination, will not be tolerated.

8. Legal Framework

Henotic Diagnostics adheres to the following relevant laws and regulations:

  • Indian Medical Council Act, 1956 and its amendments
  • Consumer Protection Act, 2019 (for patient rights and consumer grievances)
  • The Clinical Establishments (Registration and Regulation) Act, 2010
  • Indian Penal Code sections relevant to medical negligence, defamation, etc.

These laws and guidelines ensure that patients’ rights are upheld, and they have access to a fair process for resolving grievances.

9. Contact Information for Grievance Redressal

For any grievances, patients can reach us through the following methods:

  • Address:
    Second floor, Business Park, Millennium Empire, Plot No 47, D Mart Rd, Sector 15, Kharghar, Navi Mumbai, Maharashtra 410210
  • Email:
  • Phone:
    • 08879327184
    • 09372853584

Conclusion:
Henotic Diagnostics is committed to ensuring that any issues or grievances are addressed in a fair, transparent, and timely manner. Our grievance redressal mechanism is an integral part of our dedication to delivering quality healthcare services with the utmost care and respect for our patients.

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