Chandigarh: The PGI is set to streamline its patient feedback and complaint mechanism by introducing a QR code-based system. This initiative aims to simplify the process for patients to voice their concerns, provide feedback on services, and even report sensitive issues like sexual harassment.
The proposal for this digital feedback system will soon be presented for approval during the Hospital Information System 2 meeting. “This will facilitate feedback from patients without queuing up at any counter,” said Pankaj Rai, deputy director administration, PGI.
At present, PGI utilises a physical grievance book for patient complaints. However, most feedback and complaints are addressed during meetings, which can be a less efficient and sometimes delayed process.
A previous attempt to implement a more direct complaint system, involving a physical complaint box authorising the then UT advisor to open the complaint box and share with the Union ministry of health and family welfare, did not even start.
The new QR code system is expected to significantly improve the handling of patient feedback. “Once a patient scans the code, they will be directed to an online platform where they can submit their grievances or feedback. These submissions will be instantly transferred online to the respective wards and departments and forwarded to the heads of those departments. This direct and immediate transmission of information is designed to expedite the resolution process,” said Pankaj.
While similar QR code systems exist in other institutions, such as Command Hospital, their effectiveness has been questioned. “While QR code stickers are prevalent throughout the wards and OPDs at Command Hospital, many of the codes are non-functional,” said a faculty member at PGI.
He said, “We will need to address these potential technical challenges to ensure the success of its new system and provide patients with a reliable and accessible platform for sharing their experiences.”
