What we delivered
- Online grievance submission open to patients and to hospital staff
- Workflow management with routing and assignment to the responsible department
- Status tracking and escalation, so a grievance cannot quietly go stale
- Management dashboard showing open, overdue and resolved cases
- Notifications to assignees and to the complainant
- Reporting for hospital management and oversight
- Full audit trail of every action taken on a case
Notes on the approach
Grievance handling is a legal and reputational obligation, but in practice it is often a register on a desk. The system had to be simple enough for a walk-in patient to use and strict enough to satisfy management that nothing had been lost.
We designed around the hospital's existing departmental structure and approval chain rather than imposing a new one, so that the digital process mirrors the accountability that already exists on paper.