Grievance Redressal Cell (GRC)
MS Office, Administrative Block MS Office
Swami Dayanand Hospital, MCD, Dilshad Garden
New Delhi-110095
E-mail :- ms.sdnh@gmail.com
Phone: 011-61367150/ 61367152
Timings: (Monday to Friday; 9 a.m. to 4 p.m. and Saturdays; 9 a.m. to 1 p.m.)
There are two Grievance Redressal Committees in the Grievance Cell of this hospital. One committee (PGRC) deals with the Public Grievances while other (SGRC) deals with Staff Grievances
- Dr. Narottam Das ,Medical Suprintendent - Chairperson
- Dr. Sunita Kujur, Addl. MS - Member Secretary
- Dr. K.R.Arya, CMO I/C Grievance - Member
- Dr. Shweta Gaur, Opthalmology deptt. - Member
- Surinder, A.O. - Member
- Dr. Narottam Das, Medical Suprintendent - Chairperson
- Dr. Sunita Kujur, Addl. MS - Member Secretary
- Dr. K.R.Arya, CMO I/C Grievance - Member
- Concerned HOD - Member<>
- Matron/ Principal, Nursing - Member
- Surinder, A.O.- Member
- The complaints received by the Grievance Redressal Cell (GRC) are of diverse nature. All complaints are dealt with strictly in accordance with the principles of natural justice and by providing reasonable opportunity to the concerned parties.
- As per the Standard Operating Procedure (SOP), upon receipt of a complaint, the GRC examines the matter and usually provides an in-person hearing to the complainant. The complaint is also forwarded to the reporting officer of the concerned employee for comments.
- In most cases, this approach results in a positive resolution. However, if further dissatisfaction or arguments are raised by the complainant, the GRC convenes a meeting of all involved parties to resolve the issue.
- If the complainant remains dissatisfied after the above process, the matter is escalated to the Medical Superintendent as Level II Grievance Redressal for further directions.
- If the grievance still remains unresolved, the complaint is forwarded to DHA, MCD for appropriate action.
- Anonymous complaints are not acted upon and are only filed for record purposes, in accordance with the guidelines issued by CVC and DoPT.
- Efforts are also made to resolve emergency treatment-related complaints and minor walk-in grievances on an immediate basis.