Existence of a formal and documented process for patient grievances

In case of any dispute, it is the legal system of the country where the medical procedure was performed that is applicable.  So, should you need to resort to any legal resolution while in India, you will have no option but to navigate Indian courts.

This is where it becomes important that the hospital you select has a formal and well documented process to address patient grievances.  Medical tourism has been identified as a key profit center for a number of these hospitals.  It is in the hospital’s best interest to maintain a very high customer satisfaction rating. 

So, while a grievance process will not replace a legal system, the existence of such a mechanism at least communicates the hospital’s commitment to working with you to resolve any issues.

Remember that for established hospitals, the negative publicity that can result from a disgruntled patient can be very damaging.  They want to attract more international patients.  Given the media’s constant interest in this “outsourcing” of medical treatment from India, hospitals are very sensitive to news about their facilities in the media.