In accordance with the Islamabad Healthcare Regulations Act, 2018 IHRA believes that complaints are source of direct information about the problems that are faced by public from healthcare systems and services.
A dedicated Directorate of Complaints has been established under IHRA Act, 2018 for receiving, managing and resolving complaints and to improve the quality of healthcare systems, services and outcomes.
The purpose of the Complaints Directorate is to ensure the rights of patients and that HCEs are well-maintained in view of the current Rules/Regulations
The Authority can investigate into matters related to Hospitals, Labs, Tibb, Homeopathic Clinics, Matabs, Home based services, Ambulatory services, Slimmings centers and other healthcare establishments providing services against i.e.
Neglect, inattention, delay, incompetence, inefficiency, administrative irregularities, abuse of power, any act of omission or commission, incorrect action or failure to take any action, failure to foresee and take comprehensive precautionary measures against possible mishaps, failure to provide the requisite information, failure to investigate, failure to reply, misleading or inaccurate statements, inadequate liaison, corrupt behavior, incorrect or illegal administration of a drug to a patient/client, incorrect or incomplete entry in a document or violation of human rights, etc.
Healthcare service providers can also lodge a complaint against i.e. misconduct/damage to HCE etc.
If the complaint, submitted either by an aggrieved person or a healthcare professional, is proved false, the Authority may impose penalty which may extended to Rs.200,000 (Two hundred thousand Rupees) upon the complainant.
How to Lodge a Complaint
- Download and Print the complaint form
- Fill the complaint form
- Print the sample Affidavit attached & produce your complaint on duly notarized stamp paper of Rs.100
- Submit both documents (Complaint form and Affidavit) and other relevant documents in support of complaint to IHRA Office through courier / by hand. i.e. Receipt/Prescription etc.
- In case the Complaint is proved to be false, the Complainant shall be liable to pay the fine decided by Competent Authority.
Address: Islamabad Healthcare Regulatory Authority, DMLC Building (PRCS), 2nd & 3rd Floor, Sufi Tabassum Road, H-8/2, Islamabad