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The Directorate of Patient Rights and Complaints ensures that all complaints are efficiently and effectively managed and the final outcomes delivered are in accordance with the demands of justice and accountability.
Legal Context of Directorate Patient Rights & Complaints Relevant Provisions under PHC Act 2010
Enquiry, Inspection and Investigation
The Directorate PR & C is responsible to enquire into any maladministration, malpractice and failures in the provision of healthcare services and issue consequential advice and order.
Section 4(2)(e)
The Directorate has the power to make inspection and undertake investigations upon complaints received against the HCE’s.
Sections 22 & 4(7)
The Directorate is responsible to prescribe the procedure for the conduct of investigation to be carried out by the Commission under this Act.
Section 23
Imposition of Penalties and Fines
    The Directorate may;
Impose and collect penalties on violation, breach or non-compliance of the provisions, rules, regulations, standing order and instruction issued under this Act.
Section 4(2)(g)
Suspend a license of healthcare establishment if repeated cases of medical negligence of same nature have proved against the HCE.
Section 18(2)
Impose a fine of fifty thousand rupees upon a healthcare service provider who gives false information, refuses or fails without reasonable cause to furnish information to inspection team.
Section 22(5)
Impose a fine which may extend to five hundred thousand rupees upon any person who fails to comply with the final decision or recommendation of the Commission.
Section 38
Introduction to Complaints
Role of Complaint Management
Legal Mandate
Complaint Form for Patients
Complaint Form for HCSP
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