PSRI Hospital · Oncology & Onco Surgery

PSRI Hospital Oncology & Onco Surgery: customer care and complaint escalation

PSRI Hospital customer care

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PSRI Hospital Oncology & Onco Surgery: troubleshooting and FAQs

Troubleshooting tips and frequently asked questions for PSRI Hospital Oncology & Onco Surgery.

Troubleshooting tips

  • If you experience severe pain, bleeding, or fever above 101°F after chemotherapy or surgery, call the PSRI 24/7 oncology helpline immediately at +91-11-4225-5555 and press 2 for oncology emergencies.
  • For appointment rescheduling or urgent queries, email info@psri.net with your patient ID and 'Oncology Urgent' in the subject line; expect a response within 2 hours during working days.
  • If you miss a scheduled chemotherapy session, contact your oncologist's office directly at +91-11-4225-5555 ext. 2100 within 24 hours to reschedule without treatment delays.
  • For post-surgical wound concerns (redness, discharge, swelling), send a photo to the PSRI patient portal or email info@psri.net; a nurse will respond within 4 hours.
  • If you need urgent financial counseling or insurance pre-authorization, call the billing department at +91-11-4225-5555 ext. 2200 between 9 AM and 5 PM.

Frequently asked questions

What is the escalation process for an oncology emergency at PSRI Hospital?

Call the 24/7 oncology helpline at +91-11-4225-5555 and press 2. If the line is busy, email info@psri.net with 'Oncology Emergency' in the subject. A triage nurse will respond within 15 minutes.

How long does it take to get a chemotherapy appointment at PSRI?

New patient chemotherapy appointments are typically scheduled within 3-5 working days after receipt of referral and pathology reports. Urgent cases are seen within 24-48 hours. Contact +91-11-4225-5555 ext. 2100 for scheduling.

Who do I contact for support with insurance or billing for oncology treatment at PSRI?

Call the billing department at +91-11-4225-5555 ext. 2200 (9 AM-5 PM, Mon-Sat) or email info@psri.net with 'Oncology Billing' in the subject line. Responses are provided within 1 working day.

How to escalate a complaint with PSRI Hospital

If the first response isn’t good enough, here’s the path to a resolution.

PSRI Hospital is a multispecialty hospital in Delhi NCR. For patient care and grievance escalation, the hospital provides a nodal officer contact and general helpline numbers. If the issue remains unresolved, escalate to India's consumer protection mechanisms.

  1. Primary Customer Care / Helpline

    Contact PSRI Hospital's main helpline for appointments, general queries, or initial complaints. They also have an international desk for overseas patients.

    Appointment / Helpline
    84 84 84 84 17 Main helpline for appointments and general assistance.
    Email (General)
    info@psri.net General inquiries and privacy concerns; also used for feedback.
    International Desk Email
    internationaldesk@psri.net For international patients.
    International Desk Phone
    +91 98054 41859 International patient support.
    • Clearly state your complaint and reference any appointment or patient ID.
    • Keep records of all communications.

  2. Escalation to Hospital Nodal Officer / Grievance Officer

    If the primary contact does not resolve your issue, escalate to the hospital's nodal officer as listed on their EWS page.

    Nodal Officer
    Dr Anju Wali Hospital Nodal Officer as per EWS page.
    Email
    Info@psri.net Same as general email; mention 'Attention: Nodal Officer' in subject.
    Phone
    9582261501 Contact number for nodal officer.
    Landline
    011-30611813 Alternate contact for nodal officer.
    • Send a formal written complaint via email with full details.
    • Request a written acknowledgment and a timeline for resolution.
    We can draft this escalation for you →

  3. External / Regulatory Escalation (Consumer Protection)

    If the hospital fails to address your grievance, escalate to India's consumer protection authorities.

    National Consumer Helpline
    1915 Toll-free helpline for consumer complaints.
    National Consumer Helpline Website
    https://consumerhelpline.gov.in Online complaint registration.
    • File a complaint with the National Consumer Helpline or the appropriate Consumer Commission under the Consumer Protection Act, 2019.
    • For medical negligence, you may also approach the State Medical Council or file a case in a consumer court.
    • Keep all evidence: bills, prescriptions, correspondence, and records.

Tips for a stronger escalation

  • Always document every interaction: date, time, name of representative, and outcome.
  • Start with a polite but firm written complaint to the hospital's official email.
  • If the issue is urgent or involves safety, mention that in your communication.
  • Escalate in writing rather than only by phone to create a paper trail.
  • If you are an international patient, contact the international desk first for faster assistance.
  • For unresolved medical billing or service issues, consider approaching the Delhi State Consumer Disputes Redressal Commission.

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