Public feedback and grievance portal for Bharatpur Hospital

The challenge

The hospital received complaints and suggestions through a box, at the information desk and by phone, and had no single place where they were counted, forwarded and closed. When management or an auditor asked how many grievances had been resolved, the answer had to be assembled from registers.

The hospital also wanted to show the public that feedback was acted on, not just collected.

What we did

We deployed Gunaso under the hospital's own gov.np domain, hosted on its own server. Each department received a printable QR code, and the registration form accepts complaints, suggestions and messages in Nepali or English, with a clear note that personal details stay confidential.

Every entry is logged with its channel - portal or QR scan, phone call, in person - forwarded to the concerned department where the process requires it, and closed with the resolution recorded. A public statistics page reports totals received, resolved and forwarded, by channel, in both languages.

The outcome

Grievance handling now has one register, one workflow and a public scoreboard. The statistics page is live and updates as cases are closed.