HCO Policy / Procedure:- Human Resource Management

(RSGMH / HRM / GHP /1)

Version No/ Issue Date:- 1.0 /FEB ‘2021

Page No :- Page 1 of 8

Grievance
Handling
Policy
Prepared & Issued By: HR Manager Checked by: Quality Approved By: Medical Director
Dept.
 HCO Policy / Procedure:- Human Resource Management
(RSGMH / HRM / GHP /1)

Version No/ Issue Date:- 1.0 /FEB ‘2021

Page No :- Page 2 of 8

1. POLICY
The Hospital is committed to deal grievances of all employees sensitively and promptly, so that employees can
work in a safe, harmonious and a productive environment.
The disciplinary and grievance procedure is in consonance with the prevailing laws. An Internal Complaints
Committee has also been established in RSGM.

2. PURPOSE
To provide a proper Grievance handling framework for the complaints.
Grievance redressal procedure shall be explained to the employees during the hospital orientation programmes
so that they can address their grievances to their supervisors / Section Heads / HOD / Senior Management.
The redressal procedure shall address the grievance and with help and advice of the supervisor / section head /
HOD / Senior Management attempts to redress the grievance and sort out the problems at all levels.

3. DEFINITION:
Grievance: Grievance is an indignation or resentment stemming from a feeling of having been wronged or an
actual or supposed circumstance regarded as a just cause for complaint.
Grievance is any discontent or dissatisfaction, whether valid or not, arising out of anything connected with
Hospital that an employee thinks, believes or even feels is unfair, unjust or inequitable.
Grievance Handling: Sequence of activities carried out to address the grievance of patients, visitors, relatives
and staff.

4. ABBREVIATION:
HOD Head of the department
HRM Human Resource Management
HRD Human resource department

5. SCOPE
All employees

Prepared & Issued By: HR Manager Checked by: Quality Approved By: Medical Director
Dept.
 HCO Policy / Procedure:- Human Resource Management
(RSGMH / HRM / GHP /1)

Version No/ Issue Date:- 1.0 /FEB ‘2021

Page No :- Page 3 of 8

6. RESPONSIBILITY:
HOD/Supervisor, HRM Committee

7. DISTRIBUTION:
Hospital wide

8. PROCEDURE:
Grievance Handling:
Every grievance may have some basis in factor may be a distortion of facts or be a figment of someone’s
imagination. In any event they must be dealt with in a systematic manner. Prompt handling of employees
grievance is essential for maintaining a contented employee group and avoid discontent. The procedure
normally envisaged in the handling of grievances should be as follows:
• An aggrieved employee shall first present his grievance verbally in person to the officer designated by
management for this purpose. An answer shall be given within 72 hours of the presentation of
complaint.
• If the worker is not satisfied with the decision of this officer or fails to receive an answer within the
stipulated period, he shall, either in person or accompanied by his departmental representative,
present his grievance to the Head of the Department designated by the Management for the purpose
of handling grievances. (For this purpose a fixed time shall be specified during which, on any working
day, an aggrieved worker could meet the Departmental Head for presentation of grievances.) The
Departmental Head shall give his answer within three days of the presentation of grievance. If action
cannot be taken within that period, the reason for delay should be recorded.
• If the decision of the Departmental Head is unsatisfactory, the aggrieved worker may request the
Manager- HR to refer his grievance to the “Internal Complaint Committee’. The final decision of the
Committee shall be communicated to the concerned workman by the HR Manager within five days
from the receipt of the HRM Committee’s decision.
• Where the workman is not satisfied with the final decision of the Committee, he shall have the right to
appeal to Management for a revision. Management shall communicate their decision within a week of
the workman’s revision request.
• If no agreement is still possible, the concerned employee and the management shall refer the
grievance to voluntary arbitration.

Prepared & Issued By: HR Manager Checked by: Quality Approved By: Medical Director
Dept.
 HCO Policy / Procedure:- Human Resource Management
(RSGMH / HRM / GHP /1)

Version No/ Issue Date:- 1.0 /FEB ‘2021

Page No :- Page 4 of 8

• If a grievance arises out of an order given by Management, the said order shall be complied with
before the workman concerned invokes the procedure laid down for redressed of grievance. If,
however, there is a time lag between the issue of order and its compliance the grievance procedure
may immediately be invoked but the order nevertheless must be complied within the due date, even if
all the steps in the grievance procedure have not be been exhausted. It may, however, be advisable
for the management to await the finding of the Grievance Procedure Machinery.
• Worker/ any of his authorized representatives shall have the right of access to any document
connected with the inquiry, maintained by the Internal Complaint Committee’and which may be
necessary to understand the merit or otherwise of the workers grievances. The management’s
representative shall have the right, however, to refuse to show any document or give any information,
which they consider to be of a confidential nature. Such confidential documents shall not be used
against the workman in the course of the grievance proceedings;
• There shall be a time-limit within which an appeal shall be taken from one step to the other. For this
purpose, the aggrieved worker shall, within 24 hours of the receipt of the decision at one stage, file his
appeal with the authority at the next higher stage, shall should he feel inclined to appeal.
• In calculating the various time intervals under the above clauses, holidays shall not be reckoned.
• Management shall provide the necessary clerical and other assistance for the smooth functioning of
the Grievance Machinery.
• If it is necessary for any worker to leave the department during working hours on call from the HR
Manager or any other Officer of the established Grievance Machinery, previous permission of his
superior shall necessarily be obtained. Subject to this condition, the worker shall not suffer any loss in
wages for the work-time lost in this summer.
• If, however, there be any complaint against any individual member of the staff, who is nominated by
the Management to handle grievances at the lowest level, the workman may take up his grievance at
the next higher stage i.e. at the level of Department Head.
• In the case of any grievance arising out of discharge or dismissal of a workman, the abovementioned
procedure shall not apply. In stand, a discharged or dismissed workman shall have the right to an
appeal either to the dismissing authority or to a senior authority who shall be specified by the
management, within a week from the date of dismissal or discharge.

Internal Complaint Committee

Prepared & Issued By: HR Manager Checked by: Quality Approved By: Medical Director
Dept.
 HCO Policy / Procedure:- Human Resource Management
(RSGMH / HRM / GHP /1)

Version No/ Issue Date:- 1.0 /FEB ‘2021

Page No :- Page 5 of 8

The committee consists of minimum three neutral members selected by higher management and may change
based on the nature of grievance.

General Discipline
All employees are expected to conduct themselves in a manner conducive to efficient and smooth working of
the Company. An employee who does not conduct himself/ herself in a proper manner must be corrected
through appropriate disciplinary action. An illustrative list of `misconducts’ warranting disciplinary action is
given in a section below. Generally speaking, the purpose of disciplinary action is to correct rather than to
punish the employee. If the offense is of a grave nature or if efforts at correction do not meet with success,
severe disciplinary action such as discharge or dismissal may have to be resorted to.
Secrecy
• No employee will take any paper, books, drawings, photographs, equipment or any other property of
the Company out of the precincts of the Company office in which he/ she is engaged provided he/ she
is specially authorized by the Management to take such things out of the office premises.
• No employee will be permitted to keep copies of classified official documents with him/ her.
• No employee will write to any person including another employee and/or communicate to
newspapers, journals, books, pamphlets or leaflets, or disclose or cause to be disclosed, or discuss at
any place or at any time during the service of the Company, any information or documents, official or
otherwise relating to the Company except with the approval of the Management.
• No employee will use the Company’s name or properties for his/ her personal benefit.
• Except in the official discharge of his/ her duty, no employee will disclose during service or after
leaving service of the Company, any secret or information.

Conduct
• An employee during the whole tenure of service will devote time and attention to the work of the
Company. He/ She will, in all respects act according to the orders and directions issued by the
supervisor/s
• An employee before the close of the day, if he/ she is dealing in cash, will deposit with the Cashier or
any other person authorized to receive cash, all the cash received or collected by him/ her during the

Prepared & Issued By: HR Manager Checked by: Quality Approved By: Medical Director
Dept.
 HCO Policy / Procedure:- Human Resource Management
(RSGMH / HRM / GHP /1)

Version No/ Issue Date:- 1.0 /FEB ‘2021

Page No :- Page 6 of 8

course of a day. An employee disregarding this rule is liable for disciplinary action in addition to such
other legal action as the Management may deem fit to take against him/ her.
• An employee will not directly or indirectly engage in any other whole time or part time profession or
business or enter into the service of competitive nature.
• An employee should at all times conduct himself/ herself soberly and temperately while on duty and
will use his/ her best endeavor to promote the interest of the Company.
• An employee proceeding on annual leave will hand over charge of all records, papers to the
immediate head before he/ she proceeds on leave.

Activities and Responsibilities

S No. Activities Responsibility
1 An aggrieved employee shall fill in the details of the grievance in the form Employee
provided for the purpose. The form shall be handed over to the HOD of
concerned department.
2 The HOD, on the receipt of the ‘Grievance Form’ from the aggrieved Concerned HOD
employee, shall study the grievance and make efforts to redress the
grievance to the satisfaction of the aggrieved employee.
3 The HOD shall redress the grievance within three days from the receipt of Concerned HOD
the grievance form by fixing a suitable meeting with the aggrieved employee
in the presence of his supervisor. The HOD may also involve a person from
administration and seek his/her guidance/information to redress the
grievance.
4 If the grievance is unaddressed at the end of three days or if the aggrieved Concerned HOD
employee remains unsatisfied by the redressal offered by the HOD, the
grievance shall forwarded to the Disciplinary and HRM Committee. They
shall study the grievance, the redressal offered by the HOD, as well as the

Prepared & Issued By: HR Manager Checked by: Quality Approved By: Medical Director
Dept.
 HCO Policy / Procedure:- Human Resource Management
(RSGMH / HRM / GHP /1)

Version No/ Issue Date:- 1.0 /FEB ‘2021

Page No :- Page 7 of 8

reasons for continued dissatisfaction of the aggrieved employee.

5 The committee shall meet within one week of the receipt of the grievance by Chairperson
the convener and shall redress the grievance.
6 The committee may, if deemed expedient, hear the employee in person and Chairperson
offer the redressal. The decision of the Committee shall be directly
communicated to the aggrieved employee.
7 The decision of the Committee shall be final and binding, both on
Administration and the employee.
8 Disciplinary and HRM Committee shall maintain due regard to procedural Chairperson
fairness, maintaining confidentiality and privacy, while managing grievances.

Grievance Redressal Process (Sexual Harassment) – Flow Chart

If a female employee has a grievance of sexual harassment from
her colleague/ senior or any other person connected with the
hospital then

She should be accompanied by her colleague and make a

verbal complaint to the HR manager/ any Senior Female
authorities

HR manager/ any Senior Female authorities lodges a complaint in the register

and accompanies her to the Chief of the hospital Committee for the
prevention & redressal of sexual harassment

Prepared & Issued By: HR Manager Checked by: Quality Approved By: Medical Director
Dept.
 HCO Policy / Procedure:- Human Resource Management
(RSGMH / HRM / GHP /1)

Version No/ Issue Date:- 1.0 /FEB ‘2021

Page No :- Page 8 of 8

The Chief then orders for immediate inquiry and may take the assistance of
other members of the committee for the purpose

If the complaint is genuine, the chief makes formal complaint with the MD

The MD then takes appropriate decision based on the facts and advices head of
HRD to take necessary action

Appropriate action is initiated by the HR manager

Prepared & Issued By: HR Manager Checked by: Quality Approved By: Medical Director
Dept.