PGI to Introduce QR Code-Based System for Patient Feedback

The new system, proposed for approval in the upcoming Hospital Information System 2 meeting, is expected to eliminate the need for patients to queue up at counters to register their complaints.

The Postgraduate Institute of Medical Education and Research (PGI) is set to enhance its patient feedback and complaint system by introducing a QR code-based mechanism.

This initiative aims to provide a seamless platform for patients to voice concerns, offer feedback on healthcare services, and even report sensitive issues such as sexual harassment.

Currently, PGI relies on a physical grievance book, with complaints addressed during periodic meetings, often leading to delays in resolution.

The new system, which will be proposed for approval in the upcoming Hospital Information System 2 meeting, is expected to eliminate the need for patients to queue up at counters to register their complaints.

“This initiative will enable patients to share feedback easily and directly without standing in long lines,” said Pankaj Rai, Deputy Director of Administration at PGI.

How the QR Code System Works

Once implemented, patients can scan QR codes displayed across hospital wards and outpatient departments (OPDs). This will direct them to an online platform where they can submit their grievances.

The complaints will be instantly transferred to the respective departments and forwarded to the concerned heads for swift action.

An earlier attempt to establish a complaint system using a physical complaint box, which required the UT advisor’s authorization to access, never took off.

Similar QR code-based systems have been implemented in institutions such as the Command Hospital, but their functionality has been questioned.

“Many QR codes in hospitals remain non-functional, limiting their effectiveness,” a PGI faculty member said.

“We will need to ensure technical reliability to make this system truly beneficial for patients.”

If successful, the initiative is expected to streamline grievance redressal and improve patient satisfaction at PGI.

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