The complaint you never heard is the one that costs you.
Patients answer a phone in their own language far more readily than they raise a hand at the desk. WTN runs that conversation, turns what is raised into a numbered complaint, and produces the register, the trend analysis and the corrective-action log your assessor asks for.
The duty
What the standard asks of the hospital
NABH PRE.7 and the Patients’ Rights Charter describe the same loop in different words: tell patients how to complain, capture what they say, answer on a clock, analyse the pattern, and act on it. Most of the work is not the capture — it is proving, a year later, that all five happened.
Acknowledged within 24 hours, with a registration number.
The Patients' Rights Charter binds every hospital, accredited or not: a named Grievance Redressal Officer, contact details displayed in the local language and in English, and an acknowledgment inside 24 hours carrying the complaint number.
A complaint register that holds up across twelve months.
Date, category and turnaround time on every complaint, monthly trend analysis, and repeat-complaint detection. Assessors verify that the mechanism worked over a year — not that it existed on the day of the audit.
Corrective actions linked to the trend that caused them.
A corrective-action log is what an assessor actually reads: the trend, the fix, the person who owned it, the date it closed. WTN keeps that chain intact instead of leaving it to be reconstructed later.
What WTN does
The conversation and the register are one system
A pulse survey asks your patients how the visit actually went. Grievance Redressal takes what comes out of it — or out of your filing page, or your front desk — and runs it as a numbered complaint until it is closed and learned from.
Voice capture inside the workflow, not beside it.
Outpatients and inpatients answer a short conversation in their own language, from a link or a QR code — no app, no login, and it works on a slow connection. What they raise enters the same register as a walk-in complaint, on the same clock.
One register, whatever the source.
A voice conversation, your public filing page, or a walk-in typed in at the front desk all produce one numbered complaint, one acknowledgment and one turnaround clock. Overdue cases escalate on their own rather than waiting to be noticed.
Evidence packs your quality committee can hand over.
A twelve-month register as a spreadsheet or a printable file, repeat complaints grouped by category and department, and an evidence pack per case — in the shape an assessor asks for.
The difference
Patients rarely complain to a face in uniform
Feedback software for hospitals is a crowded shelf. QR capture, ticketing, turnaround alerts, trend reports and audit exports are table stakes. What is not on that shelf is a conversation — a patient speaking freely in Kannada or Bengali, at home, to something that is not staff. That only pays for itself when it lands inside the register, the clock and the corrective action, so that is where we put it.
Maps to NABH PRE.7 objective elements and the Patients’ Rights Charter, and generates assessor-ready evidence. Complaint workflows aligned with ISO 10002. DPDP-aligned: consent receipts, erasure, and storage in India. WTN is not an accreditation — your hospital is accredited, and what you buy here is the evidence the assessment asks for.