Purpose:
Metropolis Diagnostics is committed to providing quality healthcare services in a professional, compassionate, and responsible manner. Our Complaints & Grievance Redressal Policy ensures that patients and their families can express their concerns, complaints, and grievances and receive prompt resolution. This policy aims to ensure transparency, accountability, and patient satisfaction.

Scope:
This policy applies to all patients and customers using services at Metropolis Diagnostics, including those availing diagnostic services, blood tests, health check-ups, and all other medical or healthcare-related services provided by our facility.

1. Objective
The primary objective of this Complaints & Grievance Redressal Policy is to address and resolve any issues or dissatisfaction patients may have regarding our services, staff, or facilities. We aim to provide a clear and structured process for grievance handling to ensure timely and effective solutions.

2. How to Raise a complaint / grievance
Patients, relatives, or guardians who are dissatisfied with any aspect of their experience at Metropolis Diagnostics can file a complaint. Complaints / Grievances can be reported via:

• Email: Send your concerns to either of the following email addresses:
  • support@metropolisindia.com
• By Phone: Call our customer care number:
  • 8422 801 801
• In-person: By visiting the facility and speaking to our Center service team.
• Written Complaints: A formal written complaint can be sent to our Head office: - submitted at our reception.
  Metropolis Healthcare Limited
  4th Floor, East Wing, Plot-254 B, Nirlon House,
  Dr. Annie Besant Road, Worli, Mumbai - 400030, Maharashtra, India

3. Information to Include in Your Grievance
When filing a grievance, please include the following information for better processing:

• Patient’s name, contact details, and VID (if applicable)
• Date and details of the issue or complaint
• The department or service involved

4. Complaints & Grievance Handling Procedure
Upon receiving the grievance, the following steps will be taken:

Acknowledgement: All grievances will be acknowledged within 24 hours of receipt.
Investigation: Our grievance redressal team will investigate the matter by reviewing relevant records, talking to involved parties, and gathering additional information if necessary.
Resolution: A proposed resolution will be communicated to the complainant within 48 working hours of receipt of the grievance. If the investigation for resolution requires additional time – It will be communicated accordingly, and an Interim response will be sent to the complainant.
Follow-up: If necessary, the complainant will be contacted for feedback on the resolution. Any further concerns will be addressed promptly.

6. Escalation Process
If the complainant is not satisfied with the resolution provided or feels that the grievance has not been adequately addressed, the matter can be escalated to:

• Senior Management: You may contact them at:
  nodal.officer@metropolisindia.comand address the email to the ‘Senior Management’
• External Authorities:If the grievance remains unresolved at the organizational level, patients may approach any other relevant regulatory body for further assistance.

7. Confidentiality and non-retaliation

• All complaints will be treated with confidentiality, and patients are assured that their grievance will not affect the quality of service or care they receive.
• Retaliation of any kind, including denial of services or discrimination, will not be tolerated.

8. Compliance and Review

• Ensure adherence to relevant regulatory and accreditation standards.
• Review the complaints & grievance redressal policy annually to incorporate updates and improvements

9. Legal grievances

• Complaints with /potential legal implications will be forwarded to the Legal support team immediately
• Coordinate with external legal counsel if necessary.
• Maintain open communication with the complainant while safeguarding the organization’s legal position

Legal Disclaimer: This policy is subject to periodic updates and revisions. The organization reserves the right to amend the policy as necessary to comply with applicable laws and regulations or to enhance operational efficiency. By accessing or using the grievance redressal mechanism, stakeholders acknowledge and agree to the terms outlined in this policy.