Introduction

Our main aim at Hassabo International Hospital is to make your stay at the hospital as comfortable as possible through providing safe, cost-effective and state of the art care. Our medical team strives to deliver you the most professional and personal care, once in a while we may not be able to meet your expectations. So your feedback about the service and care that you, your family or other visitors receive is greatly appreciated.

Patient satisfaction questionnaire

We, at Hassabo International Hospital, give close attention to our patients and their views on our services, so we provide a Patient Satisfaction Questionnaire to be filled by every patient during their stay at the hospital. The feedback we obtain is the main tool we use in our continuous improvement process.

Patient Satisfaction Questionnaire is available for all day-patients and the patients treated in our clinics. We follow a strict confidentiality policy while handling your feedback, so your information will not be shared anywhere but the hospital.

The Patient Satisfaction Questionnaire is investigated daily & audited monthly.

We ensure a prompt and effective response to every feedback. All complaints and comments are handled credibly, despite their nature: medicinal, accommodation, food, administration or nursing.

Other ways of raising an issue or concern

In order to make your stay in the hospital as comfortable as it could be, we encourage you to inform us when you are facing any problems or concerns once they arise, so we can work on them to be solved. Send us your feedback by any of the following means:

  • During your stay in the hospital
    You can ask to speak to the manager of the department you are admitted in or the senior doctor if you have any concerns. They are all ready to help you.
  • On your discharge from hospital
    Patient Satisfaction Questionnaire is available for you on discharge from the hospital. All Questionnaires are evaluated and reviewed by the medical & administrative staff in the hospital
  • After your discharge from hospital
    You can write to the patient service manager of the related department who is based at 6 Ahmed Fakhry Street, Nasr City in Cairo.

WE’RE ALWAYS HAPPY TO HELP

Customer service hotline 0101414430
Comments & suggestions: patientfeedback@hih.com.eg
Complaints: Complaints@hih.com.eg

The complaints process

We investigate all complaints and comments efficiently and swiftly to ensure that a full reply is sent to you within a short time. This guide explains our patient complaints policy to help you get a satisfying reply to your concerns.

We follow a strict confidentiality policy while handling your complaints. So, investigations are handled cordially and respectfully to provide a prompt and effective response.

What are the first steps?

You have to know what you want to achieve from your complaint before you file it.

Under the complaint policy, we can:

First, we investigate the complaint and provide an explanation for what occurred at the hospital level. Then we take the required actions to rectify the matters and assure you that we have done so.

The complaint procedure has three stages and involves the following people and/or departments:

  • Local Resolution
    The senior management team at the hospital and patient service manager will investigate & handle your complaint.
  • Internal Appeal
    At this stage, the General Manager will take responsibility for your complaint.
  • Head of Complaints and Appeals
    The complaint will be reviewed and investigated by the Chief Operating Officer of the hospital.

What happens if I make a verbal complaint?

You should mention when you make this verbal complaint what time and whom you addressed at this level. The complaint will be fully investigated and resolved efficiently & promptly by the department manager.

In certain circumstances when it is not possible, the complaint will take one or two working days to be fully investigated. However, if you have been discharged, HIH’s Customer service manager will contact you to follow up on the complaint.

The patient service manager or the hospital administrative manager will issue a full decision at the earliest possible date.

How do I make a written complaint?

We prefer that all formal complaints to be written. If you want to make a complaint about a Clinician, you should refer it to the Patient Service Manager or Medical Director.

Your letter should include the following information:

  • What you want to accomplish from your complaint.
  • When and where the events happened.
  • What or who caused your concerns to be raised.
  • The actions that you already took, if any.

The Patient Service Manager/ Medical Director will acknowledge your complaint at the earliest possible date. All documentation regarding the complaint will be sent to the hospital’s department director.

The Patient Service Manager/ Medical Director will take the responsibility of investigating and handling the complaint and the hospital will update you with recent outcomes.

In case that a full response cannot be given, you will get a call / letter clarifying the reason for the delay
.
Generally, the Patient Service Manager will stay InTouch until the issue is solved.

The Patient Service Manager/ Medical Director or a senior manager will call you to discuss your concerns or offer to meet you. If no further action is proposed after the meeting, the hospital will send you a full written response.

What happens if I am not happy with the response?

We aim to manage your complaint quickly at the hospital level. In case you are not content with our response, kindly inform the HIH’s General Manager at the hospital and clarify why.

In case that you are not satisfied with the hospital’s response, you can request an internal appeal as stage 2.

What does an internal appeal involve?

The general manager is responsible for the internal appeal stage, who is based at 6 Ahmed Fakhry Street, Nasr City in Cairo.
general.manager@hih.com.eg

The general manager will handle the complaint and will review the correspondence and treat the issues at the hospital level. He will either uphold the decisions and actions made by the Hospital’s Management group or offer another solution.

You can contact the general manager at the address mentioned above, in case that you are not satisfied with the hospital’s response, within 2 days of the date of the final written response from Patient Service Manager.
On the other hand, you will receive a full reply within 5 working days. Or you will get an acknowledgment of the appeal within two working days of receipt.

A full response will be sent to you within five working days from receipt of the appeal. In case that the general manager’s investigations are still underway, a holding letter / email will be sent to the complainant each 7 working days until the matter is solved.

What happens if I am still unhappy?

You can refer the case to the chief operating officer if you are not satisfied with the internal appeal and the decision of the hospital’s general manager. You should contact the COO Secretariat within days of the final decision of the internal review, which will raise the complaint to the hospital within 10 working days of receipt. COO Secretariat will affirm that the complaint has completed stages 1 and 2 and a written acknowledgment will be sent to you within 2 working days.

At this point, the hospital will take the responsibility of handling your case and will ensure a quick and effective response.

You can ask for independent adjudication by emailing to:
audit.committee@hih.com.eg
Or by writing to 6 Ahmed Fakhry Street, Nasr City in Cairo.

A full adjudication decision will be issued within 12 working days or a letter clarifying the reason for the delay will be sent to the complainant every 5 working days.