AIIMS Delhi Launches Grievance Redressal System & Expands Patient Care Services

SANTUSHT is equipped with robust security features to safeguard patient data, having undergone a successful security audit by AAA Technologies.

The All India Institute of Medical Sciences (AIIMS), Delhi, has unveiled a new grievance redressal portal named SANTUSHT.

The portal allows patients to submit complaints and feedback while tracking their resolution in real time.

The portal is currently functional in the institute’s Mother and Child Block and is part of AIIMS’ efforts to enhance patient care and operational transparency.

AIIMS Director Dr M Srinivas announced the portal’s launch during a press conference on Monday.

Patients can register grievances by scanning a QR code and submitting concerns in text, audio, or video format.

“Complaints are routed directly to the responsible personnel, ensuring timely resolution within 24 hours,” said Dr Srinivas.

He emphasized that the portal aims to foster compassionate responses and continuous improvements in healthcare services based on patient feedback.

SANTUSHT is equipped with robust security features to safeguard patient data, having undergone a successful security audit by AAA Technologies.

Future Digital Initiatives

In addition to SANTUSHT, AIIMS is set to introduce another portal, SAHAS, designed to streamline HR, financial, and procurement management for employees.

Taking lessons from past incidents like the R G Kar Medical College rape and murder case, AIIMS will also install AI-enabled CCTV cameras and facial recognition systems to bolster security and access control.

These measures are intended to enhance the safety of doctors and ensure better data digitalization.

Dr Srinivas outlined several advancements during his tenure of over two years. The hospital has added nearly 1,000 beds, expanding inpatient care significantly.

Key additions include 425 beds in the Mother and Child Block dedicated to obstetrics, oncology, pediatrics, and pediatric surgery, as well as 200 beds each in the surgical block and the National Centre for Ageing.

“Private wards have also been expanded with 127 additional beds. Our operation theatres have increased by 50%, ICU beds by 40%, and the campus now hosts 3,600 inpatient beds in total,” noted Dr Srinivas.

AIIMS has also improved round-the-clock medical investigations, increasing its radiological capabilities by 20%.

This includes enhanced CT scans, MRIs, and X-rays. Laboratory services have seen a 15% growth, contributing to better patient diagnostics.

Ayushman Bharat Achievements

Under the Ayushman Bharat Pradhan Mantri Jan Arogya Yojana (AB PM-JAY), AIIMS has created nearly 9 lakh ABHA IDs, earning recognition from the National Health Authority.

Over 30,000 patients have been treated under the scheme, and several Jan Aushadhi Kendras have been established to provide affordable medicines.

Dr Srinivas reaffirmed AIIMS’ commitment to patient care, transparency, and innovation.

“The fundamental approach has been good governance. We are continuously expanding services, increasing operational capabilities, and adopting new technologies to ensure a positive healthcare experience for all,” he said.

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