Gunaso: complaint and suggestion management for hospitals

The challenge

Hospitals are expected to hear grievances, and most do it with a box, a register and goodwill. Complaints arrive in person, by phone and on paper, get copied into a ledger, and rarely reach the department that could fix them - so the same problem is reported a hundred times and the trail of who did what is lost.

The hospitals that wanted better had no budget for a custom build and no IT team to run one.

What we did

We built Gunaso as a multi-tenant platform, so a hospital creates its own portal instead of commissioning software. Each department or ward gets a printable QR code; a patient scans it and submits a complaint or suggestion in Nepali or English from their own phone, with no app to install and no account to create.

Inside, each grievance is assigned to a staff member, forwarded to the responsible department where needed, and closed with a record of how it was resolved. Recurring problems are clustered into themes automatically, so a pattern surfaces before it becomes a hundred identical entries. A hospital can also publish its own statistics page, which turns the grievance process into something the public can see.

The outcome

Gunaso runs as a hosted service that hospitals join themselves, and it is in daily use at Bharatpur Hospital with a public analytics page. One platform carries every hospital on it, so an improvement reaches all of them at once.