7.2.1
Organisation and managementCustomer Feedback and Grievance Mechanism
A structured patient complaints, feedback and grievance management system provides timely investigation, resolution and communication of findings to complainants.
Compliance Criteria
- 1Customer service feedback boxes, online portal and QR feedback available
- 2Written complaints resolution SOP with mandatory acknowledgement within 3 working days
- 3Independent complaints review panel for unresolved or high-severity clinical grievances
- 4Quarterly complaint trend analysis and systemic corrective actions reported to Board
Hospital Self-Rating
Rated by Pn. Rohani binti Ismail on 19 Jan 2026Evidence frozen on 30 March 2026 (14 days before survey)
"Customer complaints management system ensures all patient feedback is acknowledged within 3 working days with thorough root cause review."
thin
Evidence documents establish procedural intent but lack documented verification records for the current audit period.
Unverified criteria:
- Independent complaints review panel for unresolved or high-severity clinical grievances
- Quarterly complaint trend analysis and systemic corrective actions reported to Board
Derived from AccrediSense Evidence Engine · 1 document(s) attached with 2 unverified criteriaGovernance disclosure (1.4.1.4)
Evidence Documents (1)
PolicyAcceptedScore: 90/100
Customer Feedback, Complaints Resolution & Grievance Mechanism
22 pages · EN, MSValid: 2025-02-01 to 2028-02-01
RI
Person-in-ChargeQuality Manager
Head of DepartmentChief Executive Officer
RI
Surveyor Authority PaneAssigned: Dr. Mohd Anis Haron (Lead Surveyor)