Deputy Commissioner (DC) Budgam, Dr. Bilal Mohi-Ud-Din Bhat, today chaired a comprehensive District Grievance Redressal Committee (DGRC) meeting to assess the functioning of grievance redressal mechanisms under the Ayushman Bharat - PM-JAY SEHAT scheme.
Threadbare discussions centered on the redressal of beneficiary complaints related to denial of treatment, out-of-pocket expenses, technical issues, and misconduct by healthcare facilities. CMO Budgam presented a quarterly grievance resolution report, affirming that a majority of complaints particularly technical in nature had been addressed promptly and satisfactorily.
Speaking during the session, DC highlighted the need for robust and people-oriented grievance handling. He said, “Every grievance represents a trust deficit. Our job is to bridge that gap with fairness, speed, and compassion.
No patient should be denied their entitled care under PM-JAY.” Two representative grievance cases were reviewed in detail. In the first, a beneficiary from Khansahib was fully refunded after the administration promptly intervened following a complaint via JK Samadhan.
In another case from Yari Kalan, necessary clarifications were provided and the beneficiary was guided to avail the rightful treatment under the scheme. DC directed officials to strengthen public awareness regarding their entitlements and to ensure that empanelled healthcare institutions display grievance redressal information visibly, including QR codes for real-time patient feedback.
He said, “We must institutionalise accountability. Grievances should not just be resolved; they should be prevented through awareness, quality service, and transparency.” Dr Bilal instructed all functionaries, including the SHA representatives and DGNOs, to regularly monitor complaints received via CGRMS, JK Samadhan, 104 helpline, and other channels to ensure swift action and closure.
DC directed the health department to be committed and reinforce a citizen-first, health-rights protected environment under the AB-PMJAY SEHAT scheme in Budgam. The meeting was attended by Chief Medical Officer (CMO) Budgam, Chief Education Officer (CEO), Assistant Commissioner Panchayat (ACP), Chief Planning Officer (CPO), and all Block Medical Officers (BMOs).