If the first response isn’t good enough, here’s the path to a resolution.
Fortis Escorts is a network of hospitals under Fortis Healthcare in India. For complaints or feedback, the primary contact is via email, with escalation options to the company's grievance redressal mechanism and external consumer forums.
Primary Customer Care Contact
Reach out to Fortis Healthcare's customer care via email for feedback or complaints. For general queries, use the general contact email.
Clearly mention the hospital name (e.g., Fortis Escorts Heart Institute) and provide details of your issue, including dates, department, and any reference numbers.
Keep a record of your communication for future reference.
Escalation to Grievance/Nodal Officer
If the primary contact does not resolve your issue, escalate to Fortis Healthcare's grievance redressal mechanism. Use the provided contact details for investor grievances or the general grievance page.
If the hospital does not resolve your complaint, escalate to India's consumer protection mechanisms: National Consumer Helpline or the Consumer Commission under the Consumer Protection Act, 2019.
Before approaching the consumer forum, ensure you have a written complaint and proof of prior attempts with the hospital.
For medical negligence or service deficiency, you can file a complaint with the appropriate Consumer Disputes Redressal Commission (District/State/National) depending on the claim amount.
Alternatively, for issues related to medical devices or services, you may approach sector regulators like BIS or the health ministry, but the consumer route is most common.
Tips for a stronger escalation
Always keep a written record of all communications, including emails, call logs, and reference numbers.
Be specific about the issue, including dates, names of staff, and any financial implications.
Escalate in a timely manner; do not wait too long after the incident.
If using email, use a clear subject line like 'Complaint regarding [Hospital Name] - [Issue]'.
When contacting the National Consumer Helpline, have all relevant documents ready.
Consider seeking legal advice if the issue involves significant financial loss or medical negligence.
Stop chasing emails
Log the complaint once in the Simply C2 app and keep every escalation step, date and reply in one place.
