Need Assessment of a Digital Grievance Redressal System (DGRS) for Hospital Administration: Exploring Requirements, Challenges, and Opportunities for Effective Patient Feedback Management

Abstract

Patient feedback and grievance redressal are essential to building trust, ensuring accountability, and improving hospital services. Traditional manual grievance systems often suffer from delays, poor communication, and lack of transparency, leaving patients, staff, and students dissatisfied. With healthcare becoming more digital, there is a growing need to explore how technology can make grievance handling faster, fairer, and more efficient.   

This study assessed the need for a Digital Grievance Redressal System (DGRS) in hospital administration by examining the current manual process and identifying gaps, challenges, and user expectations. A cross-sectional survey was conducted in three healthcare facilities in Ghaziabad, India, involving 428 participants: patients, healthcare employees, and students. Data were collected through a structured bilingual questionnaire (English and Hindi) and analyzed using descriptive statistics and thematic analysis.   

Key Findings:   Dissatisfaction with the manual system: Over 88% of participants found the process difficult to use due to unclear procedures and lack of timely updates.   

Confidentiality concerns: Only 21.7% believed their complaints were always handled confidentially; 62% reported perceived bias in complaint handling. 

Delayed Resolutions: Only 9.6% reported resolutions within 48 hours, while 31% experienced delays beyond a week and 9.3% received no response at all.  Strong preference for digital solutions: An overwhelming 93.2% of participants expressed a clear need for a digital system offering real-time tracking, transparent updates, faster resolution, and improved accessibility.   

Qualitative insights further highlighted issues like poor facilities, staff behavior, administrative inefficiencies, and lack of accountability in grievance management. Suggestions included user-friendly digital platforms, defined timelines for response, training for staff, and upgraded infrastructure.

Conclusion:   The findings reveal significant gaps in existing grievance systems and a strong demand for digital transformation. Implementing a DGRS can improve transparency, reduce resolution time, and enhance patient satisfaction while strengthening trust in healthcare institutions. A well-designed digital platform, supported by training, legal frameworks, and stakeholder engagement, can drive a culture of responsiveness and continuous quality improvement in hospital administration.