PGI Chandigarh to Introduce QR Code-Based Feedback System for patients
Chandigarh: The Postgraduate Institute of Medical Education and Research (PGI) Chandigarh is set to enhance its patient feedback and grievance redressal system with the introduction of a QR code-based mechanism. This digital initiative aims to streamline the process of lodging complaints, providing service feedback, and reporting sensitive issues such as sexual harassment, making it more accessible and efficient for patients.
According to the Times of India, the proposal for this system will be presented for approval in the upcoming Hospital Information System 2 meeting. Currently, PGI relies on a physical grievance book for patient complaints. However, the resolution process often involves addressing concerns in meetings, which makes the whole process delayed and complex. The new system is expected to streamline the process, ensuring that feedback is handled more effectively and without unnecessary delays. "This will facilitate feedback from patients without queuing up at any counter," said Pankaj Rai, deputy director administration at PGI.
"Once a patient scans the code, they will be directed to an online platform where they can submit their grievances or feedback. These submissions will be instantly transferred online to the respective wards and departments and forwarded to the heads of those departments. This direct and immediate transmission of information is designed to expedite the resolution process," said Pankaj.
This is not PGI’s first attempt to introduce a direct complaint mechanism. A previous initiative involved setting up a physical complaint box, with the then UT advisor authorized to open and forward grievances to the Union Ministry of Health and Family Welfare. However, the project never took off. The QR code system, if successfully implemented, could offer a more practical and user-friendly alternative, reports the Daily.
While similar QR code-based feedback mechanisms are already in place in institutions such as Command Hospital, their effectiveness has been a subject of debate. PGI officials are hopeful that their version of the system will be well-monitored and efficient, ensuring better grievance redressal for patients. A faculty member at PGI said, "We will need to address these potential technical challenges to ensure the success of its new system and provide patients with a reliable and accessible platform for sharing their experiences."
