1. Purpose
This procedure regulates the receipt, classification, verification, and resolution of feedback, complaints, and suggestions from patients and their family members. Cases are handled promptly and by the appropriate authority in accordance with the 2023 Law on Medical Examination and Treatment.
2. Scope
This procedure applies to all feedback, suggestions, and complaints related to services provided by Gaya Viet Han Hospital. The hospital accepts submissions in person, by phone, Zalo, email, written document, Google Review, social media, and other channels, and does not refuse to receive them.
3. Procedure Steps
- Staff record the name of the person submitting the feedback, phone number, content, submission time, submission method, and any supporting evidence, if available.
- The content is read back to the person submitting the feedback for confirmation; the hospital thanks them and provides the estimated response time.
- The matter is classified as a suggestion or simple inquiry, a service complaint, or a professional/clinical complaint.
- Suggestions or simple inquiries are handled immediately or within the same day.
- Service complaints concerning staff attitude, waiting time, facilities, or costs are verified with the relevant department.
- For service and professional/clinical complaints, the hospital confirms receipt and informs the complainant that the case is being processed within 24 hours.
- For professional/clinical complaints, disputes, or adverse events, the medical records are preserved and the case is referred to the professional council for review in accordance with regulations.
- After the review is completed, the hospital provides an official response to the person who submitted the feedback.
- After the case is handled, the hospital follows up after 3–7 days to confirm that the person who submitted the feedback has received the response.
4. Processing Time
- Suggestions or simple inquiries: handled immediately or within the same day.
- Service complaints: handled within 24–48 hours.
- Service and professional/clinical complaints: receipt acknowledged within 24 hours.
- After processing: follow-up contact is made after 3–7 days.
5. Contact
Patients may submit feedback by phone or at the customer service counter. Feedback submitted through Zalo, email, written documents, Google Review, and social media is also accepted.
Phone: (028) 3949 1250 | 0918 639 150.
Address: 23-23A-25A1 Truong Cong Dinh Street, Tan Binh Ward, Ho Chi Minh City.
