Grievance Redressal Policy

At Henotic Diagnostics, patient care, comfort, and satisfaction form the core of our operations. We strive to provide seamless diagnostic services, but in case you encounter any inconvenience or have feedback regarding our services, we have a dedicated patient advocacy and grievance system to resolve your concerns promptly.

1. Patient Advocacy Philosophy

We believe in non-punitive, supportive, and immediate resolution of issues. If a patient is unsatisfied with a phlebotomist's behavior, delay in report delivery, booking discrepancies, or partner lab experiences:

• Every concern is treated with absolute confidentiality and respect.
• We will investigate the matter immediately with our internal team or partner networks.
• A patient-first solution (such as a re-run of a test, free home collection rescheduling, or billing adjustments) will be prioritized.

2. Grievance Escalation Workflow

To report an issue or lodge a grievance, please follow these steps:

1. Step 1: Contact Customer Support
   Call our support lines at 088793 27184 / 09372853584 or email us at henoticdiagnostics@gmail.com. Most standard inquiries, delay in reports, or booking updates are resolved immediately at this level.
2. Step 2: Escalation to Grievance Officer
   If the response from our support desk does not meet your expectations, you may escalate the issue to our designated Grievance Officer.

3. Designated Grievance Officer Contact Details

In accordance with local clinical establishment rules and digital portal regulations, our Grievance Officer contact details are as follows:

4. Resolution Timeline

We commit to acknowledging all formal grievances within 24 to 48 working hours. Our goal is to complete investigations and provide a final resolution/redressal plan to the patient within 5 business days of receipt.