Grievance Redressal
Program Introduction:
The National Rural Health Mission (NHM) has been launched with a view to bringing about dramatic improvement in the health system and the health status of the people especially those who live in the rural areas of the country. In Maharashtra, the National Rural Health Mission is launched in 2005 and is implemented through, the office of the state Health society, Govt. of Maharashtra. The programs and activities under NHM are implemented in the field through Program implementation Plan approved by the GoI .As per the NHM PIP of the state, there is a multi-fold increase in the programs and budget allocation and manpower. State Health Society, Maharashtra has introduced good governance initiatives by starting a Grievance Redressal cell in the office premises of State Health society, Mumbai & all DDHS Circle Office. Grievance Redress Cell is keep port fully of the administration to deliver the justice to the NHM. As the Grievance Redressal Cell at all level is impartial and neutral so the justice delivered is very transparent and efficient and is not accountable to any type of injustice. In fact, the grievance redress cell’s mechanism of an organization is the judge to measure, its efficiency and effectiveness as it provides important feedback on the working of the administration to the NHM. Grievance Redressal cell help to identify the problem areas, which are complaint-prone in NHM activities and programs. Theses problem areas can then subject to studies and remedial measures.
Established Grievance Redressal Cell
- State Grievance Redressal Cell was established in September 2009 at State Level under National Rural Health Mission, Mumbai.
- 8 Grievance Redressal Cells have been established in the year of 2010-11 at Circle Level under Dy Director, Health Services, and Maharashtra.
- The State Health Society established Grievance Redressal Committee/ Cell under 34 Districts in the year of 2012-13.
- The Grievance Redressal Cell of NHM, Mumbai works at speedy redressal & disposal of all complaints/issues coming under its purview.
Types Of Grievance
- Procurement / Fund Irregularities/ Administrative Irregularities, Appointment & Reappointment, Fraud, Harassment, NHM Employee Salary Issue, Service Daniel & Other
Organogram:
Aim:
To help of ensuring systematic and timely redressal of Grievance
Objectives:
- To have a robust, efficient and effective grievance redressal system dedicated to improvement of health care services and satisfaction of the citizens.
- Creating a health system that is more responsive to the health needs of the community
- To provide a platform to the citizens to raise their grievances to the competent authorities
- Taking immediate notice of the complaints and endeavoring to redress the complaints received.
- The service providers will be encouraged to implement their suggestions to improve the functioning of the hospital based on complaints filed by the general public.
- To analyses the grievances and suggest appropriate changes in the functioning of the Government health institutions and to monitor the improvement in the performance of the institutions
Vision and Mission:
Grievance Redressal Cell (GRC) to investigate the complaints lodged by any complainant and redress the same as necessary.
Physical Performance /Financial Information last 5 years:- Approved Budget & Expenditure:
| Sr No | Year | No. Of Complaints Received | No. Of Complaints Resolved | No. of Complaints in Process |
|---|---|---|---|---|
| 1 | 2019-20 | 485 | 485 | 0 |
| 2 | 2020-21 | 246 | 246 | 0 |
| 3 | 2021-22 | 164 | 155 | 9 |
| 4 | 2022-23 | 281 | 245 | 36 |
| 5 | 2023- Nov 23 | 235 | 188 | 47 |
| Total | 1411 | 1319 | 92 |
| Sr No | Year | No. Of Complaints Received | No. Of Complaints Resolved | No. of Complaints in Process |
|---|---|---|---|---|
| 1 | 2019-20 | 3743 | 3743 | 0 |
| 2 | 2020-21 | 1789 | 1789 | 0 |
| 3 | 2021-22 | 736 | 736 | 0 |
| 4 | 2022-23 | 1735 | 1735 | 0 |
| 5 | 2023- Nov 23 | 1094 | 872 | 222 |
| Total | 9097 | 8875 | 222 |
Circular of Fraud complaint View (PDF – 357 KB)
Grievance Redressal Letter to All CEO View (pdf – 2 MB)