Complaining is welcome
A complaint tells us something we could not otherwise see. Making one will never affect the care you receive — and if you ever feel it has, say exactly that, because it is the most serious thing you could tell us.
You may complain about anything: a clinician, a member of staff, a wait, a fee, a medicine, an automated reply, this website, or how we handled your information.
How to complain
- complaints@aslam.clinic — read by clinic management.
- Phone
- +92 308 0429292, during Mon & Wed 4:00–8:00 PM · Sat 10:00 AM–5:00 PM.
- In person
- Ask for the person in charge at Aslam Clinic & Al-Shifa Laser Eye Center, Mohalla Masjid Siddique, Circular Road, Jalalpur Jattan.
- About your data
- privacy@aslam.clinic, or the form at /legal/data-request.
- In writing
- Mohalla Masjid Siddique, Circular Road, Jalalpur Jattan 50780, Gujrat, Punjab, Pakistan
Urdu, Punjabi and English are all fine. A family member or friend may complain for you if you say so.
What happens next
- We acknowledge it within 5 days, in writing, with the name of the person handling it.
- We look into it — records, the people involved, and your account of it.
- Anyone complained about does not investigate their own case. A clinical complaint is reviewed by Dr Hammad Aslam, MBBS (Diabetologist).
- We answer within 30 days with what we found, what we are doing, and what we changed. If it takes longer we tell you why, before the 30 days are up.
- If we were wrong, we say so plainly and apologise. An apology is not an admission we are frightened of.
If our answer does not satisfy you
You do not have to accept it, and you never have to come through us first.
- Clinical care or clinic conduct
- Punjab Healthcare Commission — https://www.phc.org.pk/
- A clinician's professional conduct
- The Pakistan Medical & Dental Council, pmdc.pk
- A medicine, a price or the pharmacy
- The Drug Regulatory Authority of Pakistan, dra.gov.pk
- How we handled your data (EU/UK)
- Your national data-protection authority, or the Information Commissioner's Office in the UK. You may go straight to them.
- Unauthorised access to a system
- The FIA Cybercrime Wing, under the Prevention of Electronic Crimes Act 2016.
What we do with complaints
Every complaint is logged with its outcome, and management reads the log at least every 12 months looking for the pattern rather than the incident. Changes made because a patient complained are recorded as exactly that.