Issue Resolution and Escalation Matrix

Lotus Women's Clinic

At Lotus Women's Clinic, every concern is an opportunity to improve, because Her Health Matters. This matrix explains how you can raise a concern or complaint, who will handle it, and how quickly you can expect a response.

Our commitment

Every concern will be heard with respect, recorded and acknowledged.
Raising a complaint will never affect the care you receive.
Your concern will be handled confidentially and only shared with those who need to resolve it.
We will keep you informed at each stage until the matter is resolved.

How to raise a concern

You can speak to us in person at the clinic, call +91 99947 15074, or email thelotuswomensclinic@gmail.com. To help us act quickly, please share:
Your name and phone number
The date of your visit and the service concerned
A brief description of the concern, and the outcome you would like

Levels of escalation

If you are not satisfied with the response at any level, you may take your concern to the next level.

Level
Who handles it
How to reach
Response time
Level 1
Reception / Front desk
In person at the clinic, or call +91 99947 15074
Acknowledged immediately; resolved within 1 working day where possible
Level 2
Clinic Administrator / Patient Support
Call +91 99947 15074 or email thelotuswomensclinic@gmail.com
Response within 3 working days
Level 3
Grievance Officer: Dr. K. Lakshmipriya, Proprietor
Email thelotuswomensclinic@gmail.com with the subject "Grievance", or give a written complaint at the clinic
Final response within 7 working days

Beyond the clinic

If your concern is not resolved after Level 3, you may approach the appropriate authority:
Clinical care or services: the District Registering Authority, Chengalpattu District, under the Tamil Nadu clinical establishments regulations, quoting our Registration No. CGPTALL20260043098.
Personal data and privacy: the Data Protection Board of India, under the Digital Personal Data Protection Act, 2023.
ABHA and digital health records: the grievance redressal system of the National Health Authority under the Ayushman Bharat Digital Mission.

Learning from feedback

Every concern is reviewed by the clinic management, and the lessons learnt are used to improve our services, systems and staff training.