Healthliners aim to follow the highest standards of safety and security customers/patients. Under the mandate of this policy, the following measures/steps are to be taken in case of an adverse situation or action from the part of the healthcare service provider.
- In an event of any sort of physical assault or threat of violence against the patient/customer, the patient/customer is required to do the following:
- Inform the service manager/customer care executive through the mobile application or through call.
- Explain the adverse incidents and actions of the healthcare service provider in detail.
- Register a complaint, black list the service provider on the website/application and request for another healthcare service provider.
- Another healthcare service provider shall be assigned according to the availability.
- In case of extreme conditions/actions from the part of the healthcare service provider, report to the nearest police station, if required.
- In an event of any sort of verbal assault or use of foul language against the patient/customer, the patient/customer is required to do the following:
- Remind the healthcare service provider about the customer safety policy of Healthliners against verbal assault.
- If the healthcare service provider does not give heed to the same and continue the verbal abuse, inform the service manager/customer care executive through the mobile application or through call.
- Explain the adverse incidents and actions of the healthcare service provider in detail.
- Register a complaint, black list the service provider on the website/application and request for another healthcare service provider.
- Another healthcare service provider shall be assigned according to the availability.
- If required, report to the nearest police station.
- In an event of any sort of sexual violence or sexual assault against the patient/customer, the patient/customer is required to do the following:
- Inform the service manager/customer care executive through the mobile application or through call.
- Explain the adverse incidents and actions of the healthcare service provider in detail.
- Register a complaint, black list the service provider on the website/application and request for another healthcare service provider.
- Another healthcare service provider shall be assigned according to the availability.
- In case of extreme conditions/actions from the part of the healthcare service provider, report to the nearest police station, if required.
- In case of theft or valuables found missing, the patient/customer is required to do the following:
- Confront the healthcare service provider about the incident.
- If there is no positive outcome through the same, contact the service manager or customer service executive through call or register a complaint through the website/mobile application.
- The authorities shall communicate with the healthcare service provider and take necessary action if found guilty of the accusation.
- If required, the healthcare service provider shall be replaced within a stipulated time.
- In case the healthcare service provider shows negligence in performing the duties or use unethical medical practices, the patient/customer is required to do the following:
- Inform the service manager/customer care executive through the mobile application or through call.
- Explain the incidents in detail to the service manager/customer care executive and register a complaint.
- The authorities shall communicate with the healthcare service provider and take necessary actions.
- If required, the healthcare service provider shall be replaced within a stipulated time.
- In case of any unsanitary measures or extreme lack of cleanliness from the part of the healthcare service provider, the patient/customer is required to do the following:
- Confront the healthcare service provider about the incident.
- If there is no positive outcome through the same, contact the service manager or customer service executive through call or register a complaint through the website/mobile application.
- The authorities shall communicate with the healthcare service provider and take necessary action if found guilty of the accusation.