LAOAG CITY GENERAL HOSPITAL

GUIDELINES IN HANDLING CLIENT COMPLAINTS

ClinLabguid
e

11-021

Revision No.

Page No.

A. OBJECTIVE
The purpose of this policy is to:
a. provide an efficient, fair and accessible mechanism for resolving clients complaints;
b. recognize and protect clients rights including the right to comment and complain;
c. demonstrate the laboratorys commitment to continual improvement of services.

B. GUIDELINES:
1. Access to complaint
All complaint made with the laboratory shall be lodged via Complaint Form and shall be
recorded on to the Client complaint logbook.
2. Responding to complaints
If a client complains, the laboratory shall:
a. attempt to resolve the complaint at the first point of contact, where possible;
b.acknowledge receipt of complaints no later than five working days;
c. Coordinate with the complainant to understand the complain to be able to resolve the
issue properly.
Complaints may be decided not to deal with if :
a. it does not, in any case relate to a matter the laboratory have to power to deal with.
- In Laboratory exams which needs an initial approval from the HMO wherein the client
does not follow the proper procedure before going to the laboratory for examination.
- Regular Laboratory checkup from institutions without proper communication or
memorandum
b. it is frivolous, vexatious, misconceived or lacking in substance; or
c. having regard to all circumstances of the case, the enquiries into; or the continuance of the
enquiries into the matter raised in the complaint, is unnecessary or not justified.
C. COMPLAINT SYSTEM

Registration Mark:

Distribution Mark:
This document is updated and controlled if it bears the red
CONTROLLED COPY stamp. Otherwise, please refer to the
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LAOAG CITY GENERAL HOSPITAL

GUIDELINES IN HANDLING CLIENT COMPLAINTS

ClinLabguid
e

11-021

Revision No.

Page No.

Due process shall be implemented in any kind of complaint received by the laboratory. In case
the complainant is not satisfied with the management, it is only then that the complaint will be
forwarded to the higher management.
STAGES OF MANAGEMENT:
1. First Stage
Writing and incident report, recording and acknowledgement of the complaint and attempted
resolution by frontline staff.

2. Second Stage
The Laboratory supervisor and the department head shall review the persons complaint.
Proper, fair and thorough investigation shall be implemented and resolutions shall be
imposed.
D. REMEDIES
1. Near miss events
The laboratory shall provide immediate action in order to prevent further damage to the
Complainant.
2. Employee training and counselling
Where a complaint is made about by an employee, whether it is about his manner or about
providing wrong information, and after investigation and resolution, the employee will be
provided with traning , and /or counselling and proper disciplinary action.

Registration Mark:

Distribution Mark:
This document is updated and controlled if it bears the red
CONTROLLED COPY stamp. Otherwise, please refer to the
Document Control Center (DCC) for your updated copy.