External Grievance Redressal Mechanism (GRM)
External Grievance Redressal Mechanism (GRM)
The GRM of Apex Hospitals Pvt. Ltd. (AHPL) provides a standardized, inclusive system to receive, record, evaluate, address, and resolve grievances across all units. It ensures all voices are responded to respectfully and systematically.
Guiding principles include- Transparency, Fairness, Respect, and Accountability.
These principles govern all GRM operations as part of AHPL's ethical governance and social performance framework.
The mechanism applies across all AHPL facilities for internal stakeholders (employees, doctors, nurses, support staff, interns, trainees, contractual workers) and external stakeholders (patients, attendants, vendors, suppliers, contractors, visitors, community members).
Grievances covered include issues related to service delivery, workplace conditions, conduct, safety, welfare, contractual compliance, environmental and social impacts, and patient care.
Grievance Redressal Committees (GRCs)
External GRC- Patient, Community, Vendor & Contractor Grievances
Chairperson: Dr. Shailesh Jhawar
In-Charge (Contractor & Labor): Mrs. Tapti Bhattacharya
In-Charge (Patient Care): Mrs. Kunju Jhawar
In-Charge (Community & Others): Mr. Ritu Raj Singh
Member: Mrs. Tulika Lodha
A separate ICC handles all sexual harassment cases.
Types of External Grievances
External
Contractors:
contractual breaches
denial of statutory benefits
unsafe working conditions
Patients:
clinical care
hygiene
staff behavior
billing disputes
delays, mistreatment
Community:
traffic/noise nuisance
waste disposal issues
environmental impacts
unethical conduct
concerns raised during outreach
External Grievance Redressal Process
Submission Channels
Email: care@apexhospitals.com
Walk-in submission at reception or grievance cell
Complaint/suggestion boxes
Phone
Website contact form
Patient Complaint Form
Community Complaint Form
Resolution Process Steps
Acknowledgment within 2 days
Review by GRC In-charge
Preliminary resolution where possible
Formal registration if unresolved
Action plan development within 10 days
Written response to complainant within 10 days
If unresolved, re-review and escalation
Stakeholder-Specific Procedures
1. Patients
Minor issues resolved informally; serious grievances documented through Patient Complaint Form.
Acknowledgment within 48 hours, resolution targeted within 10 working days.
2. Community Members
Complaints accepted through phone, email, walk-ins, website forms, and boxes.
Acknowledgment within 48 hours; response within 10 working days unless complex.
3. Construction/Renovation Phase Grievances
Information disseminated proactively; any affected individual may lodge complaints through all existing GRM channels.
Confidentiality
Identity and personal data of the grievant are protected, shared only on a need-to-know basis, and not disclosed externally unless legally required or authorized.