Patient complaints process

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Thank you very much for pointing out your tips that can help us to deliver better services to you. We will do our utmost to prevent repetition of cases that cause customer dissatisfaction. We hope that you and your esteemed family will continue to trust us and we are on your service if you need it.

As well as ease of access and hearing of our clients, in addition to the feedback form available online, you can also directly contact Lab manager at 71400004 Internal 101 or Lab Supervisor at 115. This center would like to thank you, for your criticism and suggestions and for your formation and cooperation that you have made in promoting this center, so that we can have a healthy and harmless society.

Customer Complaint Process

Receiving a Complaint: Immediately after receiving the initial report, the complaint will be registered with a unique identification code.

Complaint Notice: After receiving any complaints from the patient, the complainant will be notified promptly.

Initial Assessment of Complaint: After the Complaint is completed, the Initial Assessment stage of the Complaint is made in terms of content, including the assessment of the severity of the Complaint, the complexity of the Complaint, and the evaluation of the effectiveness and necessity and urgency of the immediate action in relation to the Complaint.

Response to the Complaint: The Payvand Clinical & Specialty laboratory will respond promptly to the appellant immediately after initial evaluation and scrutiny, and if possible resolve the problem and prevent future recurrence. If it is unable to resolve the complaint within a short period, the complaint should be clarified to provide full accountability and feedback in early future.

Final Decision Notice: Any final decision or action taken in connection with a complaint that relates to the claimant or staff is immediately notified to the appellant.

Finalizing the Complaint process: If the appellant does not accept the decision or the proposed action, the complaint remains open and must re-examine the other effective laboratory management system and ultimately seek to satisfy the complainant and if the claimant’s final consent is obtained. , The complaint will be closed.

Lab’s accountability for customer compensation can be in the following ways:

  • Refund of Test Price (s)
  • Repeat experiment (s) at no cost
  • A gift or memorial to show goodwill
  • Announce changes made to the system to the satisfaction of the appellant’s customers and other customers

Maintain and improve the complaint process

This section contains 7 executive clauses, including:

  1. Gathering Complaint Information: The Registry regularly performs all steps in the complaint process to protect appellants’ personal information (system confidentiality) and the complaint logging system, including:
  2. A) Determine the procedures for identifying, collecting, classifying, retaining, and filing complaints records
  3. B) Maintaining information on educational backgrounds and implementing guidelines in the complaint process

(C) Efforts to preserve records in paper and electronic form

(D) Determining the criteria for responding to initial requests to the appellant or his representative within the time limit specified for such response.

  1. Complaint Analysis and Evaluation: All complaints are classified. Then analyzed to evaluate systematic and recurring problems separated from individual problems and to take effective remedial action to address their root causes.
  2. Complaint Process: Scheduled or randomized surveys or other methods are used to determine the level of complainant’s satisfaction with the complaint process.
  3. Complaint Process Monitoring: Regular monitoring of the Complaint Process, process resources (especially staff), and collected data is conducted on a regular basis, and this monitoring and evaluation is based on a set of measurable criteria.
  4. Complaint Process Audit: The Payvand Clinical & Specialty Laboratory provides periodic and regular auditing of the grievance process to evaluate the performance of this system by out-of-system auditors and to identify and correct deficiencies in the process and its shortcomings. The criterion for this process audit is compliance with the applicable complaint procedures and confirmation of the suitability of these processes to achieve the complaint objectives.

The results of this audit should be included in the laboratory management reviews.

  1. Management review: about the complaints process and ensuring that the system is effective and efficient, and if the system is ineffective, changes are made to the complaints process and the deficiencies in the complaints process are resolved.
  2. Continuous Improvement of Complaints Process: The Payvand Clinical & Specialty Laboratory continually improves the effectiveness and efficiency of the complaints process and ultimately reflects increased customer satisfaction, increased effectiveness and efficiency of the entire laboratory complex.
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