Purpose
This Grievance Policy establishes a fair, transparent and timely mechanism for receiving, investigating and resolving grievances raised by patients, healthcare advisors, hospitals, diagnostic centres, pharmacies, partners and other stakeholders of Rx HealthConnect Private Limited ("RxHC").
Scope
This policy applies to all grievances relating to RxHC's:
- Healthcare coordination services
- Website and mobile application
- Advisor portal and payment processes
- Customer support and partner interactions
Guiding Principles
Who Can Raise a Grievance
Any stakeholder may raise a grievance, including:
- Patients and family members
- Healthcare Advisors
- Hospitals, diagnostic centres and pharmacies
- NRI customers and business partners
- Website users
- Employees (through applicable internal channels)
Types of Grievances
Examples of grievances that may be raised include:
- Service delays or coordination issues
- Appointment coordination problems
- Advisor onboarding or registration concerns
- Payment disputes
- Privacy or data protection concerns
- Website or technical issues
- Communication concerns
- Reward programme issues
- Policy-related complaints
Submission Channels
Grievance Handling Process
- Receive — Grievance submitted through any authorised channel
- Acknowledge — Acknowledgement sent within 2 business days
- Review & Investigate — Grievance assessed by authorised personnel
- Gather Information — Additional details sought from the stakeholder if required
- Resolve — Resolution communicated or interim update provided
- Close & Record — Grievance closed and lessons documented
Target Timelines
Escalation
If a stakeholder is dissatisfied with the initial response, the grievance may be escalated in the following order:
- Customer Support Team — Initial handling
- Operations Manager — First escalation
- Management / Grievance Officer — Final review
To escalate, please reply to your acknowledgement email or contact us at grievance@rxhealthconnect.com referencing your grievance number.
Confidentiality
All grievances and supporting information will be handled confidentially and shared only with authorised personnel who require access for investigation or resolution. Stakeholders are encouraged to provide full and accurate information to enable effective resolution.
Records
RxHC shall maintain a Grievance Register containing:
- Grievance number and date received
- Category and nature of grievance
- Actions taken and personnel involved
- Closure date and resolution status
Continual Improvement
Grievance trends will be reviewed periodically to identify root causes and implement corrective and preventive improvements. RxHC treats every grievance as an opportunity to strengthen services and stakeholder trust.
Contact Us
To raise a grievance or check the status of an existing one, please contact:
Grievance Officer — Rx HealthConnect Private Limited
Hyderabad, Telangana, India. This policy is reviewed at least annually.