A PROJECT SUBMITTED TO

INDIAN INSTITUTE OF LEGAL STUDIES

DAGAPUR, SILIGURI
WEST BENGAL

SUBJECT – HEALTH LAW

TOPIC
STUDY OF PATIENTS’ RIGHTS AND GRIEVANCE REDRESSAL
MECHANISM IN PUBLIC HOSPITAL

SUBMITTED TO: -
MR. RUPENDRA TAMANG
ASSISTANT PROFESSOR OF LAW
Submitted by:-
Manisha Chettri [Reg. No. :- 1022005040252, Roll No. :- 201025050516]
Rishita Saha [Reg. No. :- 1021905040141, Roll No. :- 191025030348]
Susmita Shill [Reg. No. :- 1022005040133, Roll No. :- 201025050363]
Suramya Sundas [Reg. No. :- 1022005040195, Roll No. :- 201025050513]
Semester: 9th Sem
Course: BBA/B. COM LL.B(H)
Academic year: 2024-2025

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 ACKNOWLEDGEME NT

With profound gratitude and sense of indebtedness we place on record my sincerest thanks to
the Health Law teacher, Mr. Rupendra Tamang, Indian Institute of Legal Studies, for his
invaluable guidance, sound advice and affectionate attitude during the course of my studies.

We have no hesitation in saying that he moulded raw clay into whatever we are through his
incessant efforts and keen interest shown throughout my academic pursuit. It is due to his
patience guidance that we have been able to complete the task.

We would also thank the Indian Institute of Legal Studies Library for the wealth of
information therein. We also express my regards to the Library staff for cooperating and
making available the books for this project research paper.

Finally, we thank beloved parents for supporting us morally and guiding us throughout the
project work.

Manisha Chettri [Reg. No. :- 1022005040252, Roll No. :- 201025050516]

Rishita Saha [Reg. No. :- 1021905040141, Roll No. :- 191025030348]
Susmita Shill [Reg. No. :- 1022005040133, Roll No. :- 201025050363]
Suramya Sundas [Reg. No. :- 1022005040195, Roll No. :- 201025050513]

Course: BBA/ B. COM LL.B (H)

Semester – IX

Indian Institute of Legal Studies

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 TABLE OF CONTENTS

CAHAPTER CONTENTS PAGE NO.

Chapter – I SYNOPSIS
Introduction
Evolution of problem
Statement of problem
Research Objectives
Scope of the study
Limitation of the study
Literature review
Hypothesis
Research Question
Research Methodology
Mode of Citation

Chapter – II CONCEPT OF BIO-MEDICAL WASTE

Chapter - III BIO-MEDICAL WASTE MANAGEMENT

Chapter – IV

Chapter – V

Chapter – VI

Chapter – VII

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 MAP OF SUKNA BLOCK PRIMARY HEALTH CARE

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 CHAPTER – I

INTRODUCTION

The right to healthcare is a fundamental human right, and public hospitals play a crucial role
in providing equitable healthcare services, especially in rural and underserved areas. Patients’
rights, encompassing the right to information, informed consent, privacy, non-discrimination,
and access to grievance redressal mechanisms, are critical to ensuring dignity and respect in
healthcare. However, the implementation of these rights often faces challenges in public
hospitals due to limited awareness among patients, inadequate infrastructure, and systemic
resource constraints.

Sukna Block Primary Health Care (PHC), located in Dagapur, Siliguri, is a public healthcare
institution catering to a diverse patient population. It provides essential healthcare services,
including maternal and child health, but faces significant challenges in delivering
comprehensive care. According to Dr. Chitralekha Sarda, the hospital suffers from severe
infrastructural and resource limitations, including a shortage of doctors, essential staff (no
male ward boys, inadequate security personnel), and vehicles for operational needs. The lack
of dedicated laboratory rooms, operation theater (OT), and intensive care unit (ICU) further
limits its capacity. Basic repairs and infrastructural upgrades are often delayed due to
insufficient funding, with only 1/4th of the required budget allocated.

Patient surveys conducted at Sukna PHC revealed mixed experiences. While many patients
acknowledged that their rights were respected and appreciated the absence of discrimination,
most were unaware of their rights and grievance redressal mechanisms. Infrastructural
challenges, such as overheated rooms in summer, leakage during monsoons, and fear of
retaliation when filing complaints, were commonly reported. These findings underscore the
pressing need for strengthening awareness programs, improving grievance mechanisms, and
addressing systemic deficiencies to ensure better healthcare delivery.

This study examines the awareness and implementation of patients’ rights at Sukna PHC,
evaluates the hospital’s grievance redressal mechanism, and identifies key institutional

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challenges. It aims to provide actionable recommendations to bridge the gaps between patient
expectations and healthcare delivery.

EVOLUTION OF THE PROBLEM

Public hospitals play a crucial role in providing accessible healthcare, especially in

underserved regions. However, systemic issues such as resource constraints, infrastructural
deficiencies, and limited awareness of patient rights often compromise service delivery.
Sukna Block PHC in Dagapur, Siliguri, is a microcosm of these challenges, with patients
expressing concerns about infrastructure, lack of grievance redressal awareness, and fear of
retaliation when filing complaints. Concurrently, healthcare staff face logistical issues,
including shortages of staff, vehicles, and repair funds, further complicating the delivery of
quality care.

STATEMENT OF PROBLEM

Despite the emphasis on patients' rights and grievance mechanisms in healthcare policies,
public hospitals like Sukna PHC struggle to implement them effectively. Patients often lack
awareness of their rights and grievance mechanisms, while resource constraints exacerbate
the challenges. This study explores the awareness, perception, and barriers to patients’ rights
and grievance redressal mechanisms in Sukna PHC, along with institutional challenges in
healthcare delivery.

RESEARCH OBJECTIVES

1. To evaluate patients' awareness of their rights and grievance redressal mechanisms.

2. To assess the implementation and effectiveness of these mechanisms at Sukna PHC.
3. To identify infrastructural and systemic challenges faced by the hospital.
4. To recommend solutions for enhancing patient satisfaction and healthcare delivery.

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SCOPE OF THE STUDY

This study focuses on patients and healthcare providers at Sukna Block PHC, examining
patients’ rights, awareness of grievance redressal systems, and challenges in delivering
healthcare. The findings aim to inform policy interventions and resource allocation in public
healthcare.

LIMITATION OF THE STUDY

1. Small sample size: Only six patients and one healthcare professional were
interviewed.
2. Limited geographical focus on Sukna Block PHC, which may not fully represent
other public hospitals.
3. Time constraints restricted the depth of data collection and analysis.

LITERATURE REVIEW

Patients’ rights are a cornerstone of ethical and equitable healthcare delivery, ensuring access
to information, informed consent, and grievance redressal mechanisms. In India, these rights
are enshrined in legal frameworks such as the Consumer Protection Act (2019), the Clinical
Establishments Act (2010), and guidelines issued by the Ministry of Health and Family
Welfare. Studies suggest that while public hospitals are tasked with safeguarding these rights,
awareness among patients remains low, particularly in rural areas. Research by Bhaskar et al.
(2020) highlights that the lack of robust grievance redressal mechanisms discourages patients
from voicing their concerns. Other studies emphasize the role of resource constraints,
inadequate staffing, and poor infrastructure in undermining healthcare delivery in public
hospitals. Sukna PHC mirrors these challenges, as revealed by interviews with Dr.
Chitralekha Sarda and patients. Despite providing basic care, the hospital faces deficits in
infrastructure, staffing, and funding, affecting both service quality and the realization of
patients’ rights. Addressing these issues requires systemic reforms, increased funding, and
enhanced awareness initiatives.

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HYPOTHESIS

1. Patients at Sukna Block PHC are not adequately aware of their rights and grievance
redressal mechanisms.
2. Resource and infrastructural limitations at Sukna PHC significantly impact the quality
of healthcare delivery and grievance redressal.

RESEARCH QUESTIONS

1. What is the level of awareness among patients about their rights and grievance
redressal mechanisms at Sukna PHC?
2. Do patients feel their rights are respected at Sukna PHC?
3. What are the key infrastructural and systemic challenges faced by Sukna PHC in
healthcare delivery?
4. How can grievance redressal mechanisms at Sukna PHC be improved?
5. What are the perceptions of healthcare providers regarding the challenges in
delivering quality care and respecting patients’ rights?

RESEARCH METHODOLOGY

This study will use a mixed-methods approach, combining both quantitative and qualitative
data collection techniques.

1. Research Design:
a. An empirical and qualitative approach based on primary and secondary data.
2. Data Collection:
a. Primary Data: Interviews with six patients and Dr. Chitralekha Sarda.
b. Secondary Data: Review of government policies, health law frameworks, and
existing studies on patients' rights.
3. Sampling:
a. Convenience sampling to include patients of diverse age groups and
occupations visiting Sukna PHC.

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 CHAPTER – II

IMPORTANCE OF PATIENTS RIGHTS IN PUBLIC HEALTH CARE

Patients' rights are fundamental to ensuring equitable and dignified healthcare. They
safeguard the patient’s ability to access quality care while protecting their autonomy and
dignity. In public healthcare, where resource constraints and systemic inefficiencies often
prevail, patients’ rights play an even more critical role. These rights include access to
information about medical conditions and treatment options, informed consent, privacy, and
freedom from discrimination.

In India, these rights are legally supported by the Clinical Establishments Act, the Consumer
Protection Act, and guidelines issued by the Ministry of Health and Family Welfare.
Upholding these rights ensures a patient-centered approach to healthcare, improving trust,
transparency, and overall patient satisfaction.

In public hospitals, patients' rights are often undermined due to a lack of awareness,
inadequate grievance mechanisms, and resource limitations. For marginalized and rural
populations, understanding these rights is essential to addressing issues such as medical
negligence or poor service quality. Ensuring awareness through education campaigns,
combined with structural and policy-level support, empowers patients to demand
accountability and enhances the overall effectiveness of healthcare systems. By prioritizing
patients' rights, public healthcare systems can bridge gaps in service quality and ensure
equitable access for all.

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 CHAPTER - III

ROLE OF GRIEVANCE REDRESSAL MECHANISMS IN PUBLIC

HEALTH CARE

Grievance redressal mechanisms are essential for ensuring accountability, transparency, and
trust in public healthcare systems. They provide a formal avenue for patients to raise concerns
about medical negligence, poor infrastructure, or unethical behavior. A robust grievance
mechanism fosters a patient-centered approach, ensuring complaints are addressed promptly
and corrective actions are taken.

In India, grievance redressal mechanisms are mandated in public hospitals under policies like
the National Health Policy and Clinical Establishments Act. These mechanisms include
patient help desks, hospital grievance committees, and external bodies like consumer courts
and health tribunals. However, in many public hospitals, especially in rural areas, these
systems remain underutilized due to patients' lack of awareness, fear of retaliation, or
cumbersome complaint procedures.

Effective grievance systems encourage patients to voice their concerns, improving healthcare
quality and efficiency. For hospitals, these mechanisms provide critical feedback to identify
systemic weaknesses, enabling targeted improvements. Transparent, confidential, and easily
accessible systems also help maintain trust between patients and healthcare providers.
Strengthening grievance redressal in public healthcare, particularly through technology-
driven solutions like helplines or online portals, is essential for creating accountable and
responsive health services.

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 CHAPTER – IV

INSTITUTIONAL CHALLENGES AT SUKNA PHC

Sukna Block Primary Health Care (PHC) faces multiple institutional challenges that hinder
its ability to deliver quality healthcare. One of the major issues is a critical shortage of staff,
including doctors, male ward boys, and security personnel. This understaffing not only affects
operational efficiency but also places undue pressure on the existing workforce.

Infrastructure is another significant concern. Sukna PHC lacks essential facilities like an
operational theater (OT), intensive care unit (ICU), and dedicated laboratory rooms. The
labor room is only equipped for normal deliveries, limiting advanced maternal care. Other
infrastructural issues include inadequate CCTV coverage, absence of air conditioning, and
poorly maintained rooms that are uncomfortable during extreme weather.

Resource constraints further compound these problems. According to Dr. Chitralekha Sarda,
the hospital receives only 1/4th of the required funds for repairs and upgrades. This leads to
persistent issues like leaking ceilings and insufficient medical equipment. Additionally, the
lack of vehicles and unreliable electricity supply disrupt essential services.

These challenges reflect broader systemic issues in rural healthcare, emphasizing the need for
increased funding, better resource allocation, and policy-level interventions to support public
hospitals like Sukna PHC in delivering effective and equitable care.

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 CHAPTER - V

SURVEY REPORT

This survey was conducted as part of an empirical study on patients' rights and grievance
redressal mechanisms in public healthcare, focusing on Sukna Block Primary Health Care
(PHC), Dagapur, Siliguri. The study aimed to assess patient awareness of their rights, the
effectiveness of the grievance redressal system, and challenges faced in accessing healthcare
services. Six patients visiting the Sukna PHC were interviewed to gather insights.

Findings and Observations

1. Awareness of Patients' Rights

1. Pranita Tamang (35–45, Female, Graduate, Private Job):

a. Aware of patients' rights, learned through hospital staff.
b. Believes her rights were respected.
2. Sapna Tamang (Student):
a. Not aware of patients' rights in public hospitals.
3. Aryan (Male, Below 18):
a. Believes that the Right to Information about treatment is the most important
right.
4. Rani Kumar (Female, Below 18):
a. Not aware of grievance redressal mechanisms.
b. Praised the hospital for excellent healthcare and absence of caste-based
discrimination.
5. Yashwith Pradhan (18–30, Male):
a. Learned about patients' rights through media.
b. Expressed fear of retaliation when attempting to file a complaint.
6. Self-employed patient (No name provided):
a. Suggested improvements in infrastructure but did not mention specific
awareness of rights.

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2. Respect for Patients’ Rights

1. Most patients believed their rights were respected, especially regarding non-
discrimination and basic healthcare delivery.
2. Lack of awareness about grievance redressal mechanisms was a consistent
observation.

3. Grievance Redressal Mechanism

1. None of the patients interviewed were adequately aware of the grievance redressal
system.
2. Yashwith Pradhan mentioned fear of retaliation as a significant barrier to filing
complaints.

4. Challenges Highlighted

6. Infrastructure Issues:
a. Overheated rooms during summer.
b. Leakage problems during the rainy season.
c. Inadequate climate control measures.
7. Fear of Retaliation:
a. One patient (Yashwith Pradhan) highlighted intimidation when raising
complaints.
8. Lack of Awareness:
a. Most patients lacked knowledge of how to file complaints or access grievance
redressal mechanisms.

Key Insights and Analysis

1. Awareness Gaps:
a. While some patients learned about their rights through hospital staff or media,
the majority remained unaware of the full spectrum of their rights as patients.
2. Positive Aspects:
a. Several patients appreciated the absence of discrimination and the overall
quality of healthcare services.

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 b. Patients felt their rights, such as non-discrimination and right to basic care,
were generally respected.
3. Areas for Improvement:
a. Physical infrastructure issues such as climate control and water leakage need
urgent attention.
b. Awareness campaigns should be conducted to educate patients about their
rights and grievance mechanisms.
4. Barriers in Filing Complaints:
a. The fear of retaliation discourages patients from raising legitimate concerns.

Recommendations

1. Awareness Campaigns:
a. Use hospital notice boards, leaflets, and digital media to educate patients about
their rights and the grievance redressal process.
2. Infrastructure Development:
a. Invest in improving the physical infrastructure to address seasonal challenges
like overheating and leakage.
3. Strengthening Grievance Redressal Mechanisms:
a. Establish a user-friendly, confidential complaint system.
b. Train hospital staff to handle grievances professionally and without bias.
4. Patient Feedback Systems:
a. Implement anonymous feedback forms or digital kiosks to collect
patientsuggestions and complaints.

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 CHAPTER VI

SUMMARY OF THE SURVEY REPORT

This study examines patients’ rights and the grievance redressal mechanism at Sukna Block
Primary Health Care (PHC), Dagapur, Siliguri, highlighting both patient experiences and
institutional challenges. Through interviews with six patients and Dr. Chitralekha Sarda
(WBPH&AS), the study identifies critical issues in healthcare delivery and grievance
redressal at the PHC.

Key Findings from Patient Interviews:

The survey revealed significant gaps in awareness of patients' rights and grievance redressal
mechanisms. Only a few patients, such as Pranita Tamang, were aware of their rights, while
others were uninformed about their entitlements. Despite these gaps, patients generally felt
their rights were respected, with some highlighting the absence of caste-based discrimination
and quality care. However, infrastructural issues like overheating in summer, leakage during
monsoons, and lack of climate control were repeatedly mentioned.

Fear of retaliation was noted as a barrier to filing complaints. Furthermore, none of the
patients were adequately aware of grievance redressal systems, indicating the need for better
awareness campaigns and user-friendly mechanisms.

Insights from the Interview with Dr. Chitralekha Sarda:

Dr. Sarda outlined the operational and infrastructural challenges affecting the hospital’s
ability to deliver optimal care:

1. Resource Deficiency:
a. Shortage of vehicles, doctors, and essential staff (no male ward boys,
inadequate security personnel).
b. Lack of funds for infrastructure repairs (only 1/4th of requirements met).
2. Infrastructure Gaps:
a. Inadequate CCTV coverage, absence of air conditioning, no operational
theater (OT) or intensive care unit (ICU).

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 b. Insufficient facilities for diagnostic tests—no dedicated lab rooms and only
basic labor room services for normal deliveries.

These challenges hinder the hospital’s ability to provide advanced care and maintain
operational efficiency, further impacting patient experiences.

Recommendations:

1. Improve funding allocation for repairs, infrastructure, and essential medical facilities.
2. Address staffing shortages, particularly doctors and Group D staff.
3. Enhance grievance mechanisms and patient awareness through campaigns.
4. Establish a clear strategy for infrastructure upgrades, including OTs, ICUs, and
dedicated lab spaces.

This report underscores the need for systemic reforms to enhance healthcare delivery and
uphold patients’ rights effectively at Sukna PHC.

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 CHAPTER VII

CONCLUSION

The study of patients’ rights and grievance redressal mechanisms at Sukna Block Primary
Health Care (PHC) highlights critical gaps in awareness, resource allocation, and
infrastructure that undermine the quality of healthcare delivery. Public healthcare institutions
like Sukna PHC are pivotal in ensuring equitable access to medical services, especially in
rural areas, yet they struggle with systemic challenges that directly affect patient satisfaction
and rights.

The patient survey revealed that while many felt their rights were respected, awareness of
these rights and the hospital’s grievance redressal mechanisms was significantly lacking.
Most patients were unaware of formal processes for filing complaints, with some expressing
fears of retaliation. Patients also pointed to infrastructural deficiencies, such as uncomfortable
rooms during extreme weather and leakage during monsoons, as areas needing immediate
improvement.

From an institutional perspective, Sukna PHC faces numerous challenges. Staffing shortages,
particularly of doctors, male ward boys, and security personnel, strain operations and service
quality. Infrastructural deficits, including the absence of an operational theater, intensive care
unit, and dedicated lab rooms, limit the hospital’s capacity to provide comprehensive care.
Insufficient funding exacerbates these issues, with only a fraction of repair and upgrade
requirements being met. Dr. Chitralekha Sarda also highlighted the need for better vehicles,
reliable electricity, and functional CCTV systems.

The findings of this study underscore the need for multi-faceted reforms. Improving patient
awareness through targeted educational campaigns, strengthening grievance redressal
mechanisms with confidential and accessible systems, and addressing resource and
infrastructure gaps are critical steps. Increased government funding and policy-level
interventions are essential to empower public healthcare facilities like Sukna PHC to meet
patient needs effectively.

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Ultimately, safeguarding patients’ rights and ensuring responsive grievance mechanisms are
central to building trust and accountability in public healthcare. Addressing the systemic
issues identified in Sukna PHC can serve as a blueprint for improving healthcare delivery in
similar rural settings, ensuring that equitable, quality healthcare becomes a reality for all.

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