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.”