Health Department Mandates Compliance with Clinical Establishment Regulations
The Health Department has directed all healthcare institutions in Kerala to strictly comply with the provisions of the Clinical Establishments Act to protect patient rights and ensure transparency in healthcare services.
It is the responsibility of every healthcare institution to provide first aid to patients in emergency situations and take necessary steps to stabilise them. Treatment shall not be denied on grounds such as non-payment of advance amounts, lack of documents, or similar reasons. If transfer to a hospital with better facilities is required, appropriate transportation must be arranged. Patients must be informed about the treatment provided, and all treatment records and investigation reports shall be handed over immediately after discharge.
No clinical institution is permitted to operate in the State without valid registration. Institutions functioning without registration will be liable for action as per law. The registration certificate must be prominently displayed in a location visible to the public. All establishments providing diagnosis or care, with or without inpatient facilities—such as hospitals, laboratories, dental clinics, and AYUSH health centres—are classified as clinical institutions under the Act.
Details of patient rights and facilities available, including applicable fees and treatment packages, the name, phone number, and email address of the Grievance Redressal Officer, as well as the contact details of the District Medical Officer and District Registering Authority, must be displayed in Malayalam and English at the admission desk or reception area and published on the institution’s official website.
Treatment, investigations, and other services—including intensive care, operation theatre services, scanning, laboratory facilities, ambulance services, and emergency care—must be provided on a case-by-case basis, ensuring confidentiality, non-discrimination, and access to medical records within 72 hours.
Information on the facilities and services available at the institution must be made accessible to admitted patients through the institution’s website or provided on request in printed or leaflet form. This should include basic and package rates, services covered, refund policy for advance deposits, insurance and cashless treatment details, claim settlement procedures, estimates, billing policy, discharge procedures, ambulance and transportation charges, 24×7 emergency care protocols, and grievance redressal mechanisms.
All clinical institutions must establish a grievance redressal desk or helpline. Every complaint shall be registered with a unique reference number, and an acknowledgement shall be issued to the complainant via SMS, WhatsApp, or in writing. Complaints must be resolved within seven working days. Serious complaints that cannot be resolved at the institutional level must be forwarded to the District Registering Authority or District Medical Officer. A grievance register, either in physical or electronic form, must be maintained and made available for inspection. A summary of complaints received and actions taken shall be included in the monthly report submitted to the Competent Authority.
Any changes in displayed rates, brochure details, website information, or grievance redressal particulars must be updated immediately.
Clinical establishments are required to provide patients with itemised bills clearly indicating all charges, including consultation, investigations, treatment, and other services. No charges shall be levied in excess of the displayed or published rates.
Patients may approach the Consumer Disputes Redressal Commissions regarding deficiencies in service. Complaints relating to cheating or fraud may be filed with the police. In cases of serious offences, complaints may be submitted to the Chief Secretary or the State Police Chief. Legal advice and assistance may also be sought from the District or State Legal Services Authorities.
Violation of any of these provisions is punishable under the Kerala Clinical Establishments (Registration and Control) Act, 2018, and may lead to suspension or cancellation of registration, in addition to other civil and criminal remedies available to patients.
