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Development of a User-Centric Grievance Redressal and Feedback Portal for Healthcare Services

ahex.co

Government

Healthcare

Current Challenges in Healthcare Grievance Management

Inefficient communication channels between citizens and healthcare authorities, lack of structured grievance resolution processes, poor transparency in complaint handling, and absence of systematic feedback collection mechanisms for service improvement.

About the Client

A government entity focused on improving public healthcare services through digital transformation initiatives.

Strategic Goals for the Digital Transformation

Establish a secure platform for citizens to register healthcare-related grievances
Implement real-time communication channels between users and nodal officers
Ensure 90%+ grievance resolution within 7 days through automated tracking
Create a centralized feedback repository to inform healthcare policy decisions
Enhance public trust through transparent complaint lifecycle visibility

Core System Capabilities

Multi-channel user authentication (AADHAAR, mobile OTP, email verification)
Grievance categorization with automated ticket routing
Real-time status tracking with SMS/email notifications
Feedback analytics dashboard for administrators
Role-based access control for citizens, officers, and administrators
Document upload functionality for evidence submission

Technology Stack Requirements

Angular 6+ for responsive frontend development

Laravel framework for backend API services

MySQL for relational database management

Linux server environment with Apache/Nginx

Bitbucket for version control

System Integration Needs

AADHAAR biometric verification API
National Health Stack (NHS) data exchange protocols
SMS gateway services (Transactional messaging)
Government identity federation services

Operational Requirements

99.9% system uptime with redundant server architecture
HIPAA-compliant data encryption for health records
Horizontal scalability for 100,000+ concurrent users
Sub-2 second page load times for core functionalities
Role-based access control with audit logging

Anticipated Outcomes and Benefits

Projected 70% reduction in average grievance resolution time, 50% increase in citizen participation rates for feedback, and 40% improvement in healthcare service quality metrics through data-driven policy adjustments. The platform will establish standardized grievance handling procedures across 500+ healthcare facilities within the first year of implementation.